Sr. Staff Technical Support Engineer

CommScope is looking to add a Staff Technical Support Engineer,working in a fast:paced environment, the Staff TSE will be responsible for providing mostly for cases that are brought up by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.
Key Partners:
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Internal: TAC Managers, TAC Senior Manager, Multi:functional Support Teams, EET Team and Sales teams
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External: Customers, Partners and VARs
How Youll Help Us Connect the World
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Be the first Critical issue point of contact for the customer and/or for the TAC TSEs
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Should posses the competence to manage critical (p1) cases soon after the training in Ruckus Products
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Demonstrate the capability to work with Critical issue team and/or engineering teams to manage brought up cases
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Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.
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Work closely with SE teams internally on larger networks and more sophisticated 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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Work on sophisticated problems where analysis of situations requires in:depth fault analysis and fixing skills
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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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Guide and discuss with Staff or Principal Engineers on calls and emails that require assistance.
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Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team
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Suggest improvements on product quality / features and be proactive in development of product
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Handle customer expectation and make sure customer is receiving the 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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New hire training and OJT responsibilities is part of the role
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Understand the SLA 's and work/align style of working towards meeting them
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Participate in forums and Tektalk exchanges
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KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue , KB Contribution
Required Qualifications for Consideration:
Education level:
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B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
Work Experience:
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Minimum of 6:8 years of customer support experience in IP networks, WiFi or related environment
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Wireless networking experience is required
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Working experience in TAC as level 2 engineer is required
Certifications/Accreditations:
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CWNA / CCNA is required
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CWNP (Or equivalent) is an advantage
Key competencies:
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Customer Focus
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Drive for results
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Great Teammate
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Coaching and Feedback
You Will Excited Us If You Have:
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Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 and 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
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CCNA / CWNA : Must or higher knowledge, CWSP would be a Plus
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Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
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A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
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knowledge on deploying, configuring, supporting, solving, debugging and administering the following Wireless LAN products and technologies: Wireless Access Points, Wireless Client Associations, Wireless Controllers
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A very good understanding of RF transmissions and antenna be
Job Type: Permanent