Sr Technical Support Engineer

How Youll Help Us Connect the World:
Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer 's Experience.
Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus
Role Purpose:
The Senior Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope/Ruckus Wired products to our Enterprise customers.
Key Responsibilities:
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Be the first technical point of contact for the customer
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Should possess the ability to manage critical (P1) cases soon after the training in Ruckus Products
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Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases
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Work closely with SE teams internally on larger networks and more complex issues
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Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience
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Identify and reproduce customer technical problems in a test/lab environment
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Work on day:day tickets, follow:up with clients, provide feedback and see problems through to resolution
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Ensure proper case documentation and closure
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Generate clear and concise documentation in the form of case notes, technical tips and white papers
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Contribute to the knowledge base by creating KB articles
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Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
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Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
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Manage customer expectation and make sure customer is receiving highest quality of service
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Document customer issues for future reference and build knowledge base of the solutions given to the customer
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Actively participate in trainings and improve product and process knowledge
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Strict adherence to Service Level Agreement KPIs
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Understand the SLA 's and work/align style of working towards meeting them
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KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation , KB Contribution
Required Experience:
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Minimum of 4 years of customer support experience in IP networks, Switching and Routing or related environment
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Data networking is mandatory.
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Preferably worked as an engineer TAC
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Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
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Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
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Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi:vendor environments
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Technical expertise in troubleshooting and resolving complex Layer 2/3, Networking Knowledge, Switching, Routing, Hardware, Security and Authentication, NMS network management systems and Multicast
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Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
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Experience working in a support lab environment for problem replication
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Experience documenting the sequence of events related to resolving customer technical issues
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Proficient with analyzing data traces from protocol analyzers such as Wireshark
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Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ethernet switching, Routing and Data Centers, Multi:tenant solutions.
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Bachelor or diploma in a computer related field or equivalent work experience
Experience considered favorably:
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Working Knowledge of Salesforce and JIRA.
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Multiple language skills
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Experience working with Linux
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Job Type: Permanent