Principal Technical Support Engineer - wireless

Company: CommScope
Location: Roseville
Posted on: January 6, 2022

Job Description:

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

CommScope's Venue and Campus segment incorporate Ruckus Network, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers, and more.

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.

How You'll help us connect the world:

The Principal Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Principal TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.

Key Responsibilities:

As a Principal Technical Support Engineer, primary responsibility is to provide technical assistance to Ruckus Premium (BullDog) accounts.
Interact with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issues
Replicate customer problems in the Support lab
Work closely with Engineering to resolve escalations and bugs
Provide on-going regular updates to sales, internal management and the customer on the progress of assigned cases
As part of this role, you may be requested to work a 'staggered work week', i.e. Sunday through Thursday or Tuesday through Saturday
Must be available for inclusion in rotating on-call roster
Must have flexibility in work hours to work on customer issues
Document customer and engineering interactions and technical action plans.
Provide necessary updates to management and field teams for high profile technical escalations.
Assist in development of knowledge articles, troubleshooting guides and internal training
Provide ongoing coaching and mentoring within the team
Attend regular customer and internal conference calls for high profile cases and escalations
Strict adherence to Service Level Agreement KPIs

Required Experience:

8+ years of experience working in the networking space
5+ years of experience working in a TAC
Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
Expertise of wireless deployments - AP's, Controllers, Client associations, etc
Excellent understanding of RF transmission and antenna behavior
Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments
Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
Ability to provide technical guidance to other members in the team
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
Experience with traffic generators such as Spirent and IXIA
Bachelor or diploma in a computer related field or equivalent work experience

You'll excite us if you have:

Experience with Wireless survey tools like Ekahau
Working Knowledge of Salesforce and JIRA.
Multiple language skills
Experience with scripting: Bash, Python, Perl, etc
Experience working with Linux
Experience working in (or with) a vendor
Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc
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

Why Ruckus a CommScope BU?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next---..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope's accommodation process and EEO policy at careers.commscope.com/eeo
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Keywords: CommScope, Roseville , Principal Technical Support Engineer - wireless, IT / Software / Systems , Roseville, California