Sr Technical Support Engineer Job in Commscope

Required Qualifications for Consideration: Be the first technical point of contact for the customer Should possess the ability to handle critical (P1) cases soon after the training in Ruckus Products Demonstrate the ability to work with Escalation team and/or engineering teams to manage raised cases Work closely with SE teams internally on larger networks and more sophisticated issues Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience Identify and reproduce customer technical problems in a test/lab environment Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution Ensure proper case documentation and closure Generate clear and concise documentation in the form of case notes, technical tips and white papers Contribute to the knowledge base by creating KB articles Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance. Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team Manage customer expectation and make sure customer is receiving the highest quality of service Document customer issues for future reference and build knowledge base of the solutions given to the customer Actively participate in trainings and improve product and process knowledge Strict alignment to Service Level Agreement important metrics Understand the SLA s and work/align style of working towards meeting them KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB Contribution You Will Excited Us If You Have: Minimum of 4 years of customer support experience in IP networks, WiFi or related environment. Data networking is required, Wireless networking experience is desired. Preferably worked as an engineer TAC Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS Good understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS Good understanding of RF transmission and antenna behavior Technical expertise in fixing and resolving sophisticated Layer 2/3 and/or wireless issues in multi-vendor environments Experience providing support to advise customers, resellers, and field personnel in resolving company product related issues Experience working in a support lab environment for problem replication Experience documenting the sequence of events related to resolving customer technical issues Proficient with analyzing data traces from protocol analyzers such as Wireshark Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions. Bachelor or diploma in a computer related field or equivalent work experience Experience considered favorably: Experience with Wireless survey tools like Ekahau Solid Understanding of Salesforce and JIRA. Multiple language skills Experience working with Linux Experience working in (or with) a vendor Relevant industry accreditations/certifications: CWNA, CCNA, CCNP, JNCIA, JNCIS Communication/work style: Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions Strong interpersonal skills with a focus on customer satisfaction A belief in ownership Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details Must maintain a professional attitude, demeanor and be highly motivated and self-directed Encourages and accepts feedback