Senior Staff, Technical Support Engineer

Description

RUCKUS Networks, a COMMSCOPE company, is a global innovator in Wireless and Switch networking technology. Customer Support team is committed in delivering world class customer experience to our customers. We are looking for a highly experienced Staff Technical Support Engineer who can perform the duty with minimal supervision and possesses strong wireless with knowledge of L2/L3 Switch networking and system troubleshooting skills. A candidate must have strong communication skills, experience in interacting and building rapport with customers management and technical team.

Responsibilities

• Responsible for promptly troubleshooting, isolating a root cause and providing a resolution to customers critical technical issues
• Required to interact with customers and internal engineering team in collecting the logs and network data (packets) and analyzing the data in isolating network issues
• Replicate customer technical environment in the Support lab to recreate customer issues
• Work closely with engineering in debugging the logs and collect data in isolating SW/HW defects and follow through on delivering a fix to customers in critical situations
• If required, provide in-person, on-site support to customers who are experiencing major issues impacting their user experiences.
• Work closely with cross functional teams (SEs, Engineering and PLM) on debugging Tools and improving process efficiency
• Develop and publish Knowledgebase (KB) on the complex problem resolutions to be shared with the customers and internal Technical Support Engineers
• Some travel may require to customer sites
  
  
  

Qualification

• Bachelor’s degree in technology field or relevant experience in technical field
• 5 year work experience in wireless (WIFI) networking
• Knowledge in wireless 802.11 protocols, WAP (Wireless Access Point) & WLC (Wireless LAN Controller), WLAN security, SSL certificate, TCP/IP, RADIUS, LDAP and packet capture analysis
• Experience in troubleshooting Layer 2/Layer 3 Switch is a plus
• System experience in Windows & Linux server platform, VM platform (VMware & KVM) and Azure, AWS & GCE Cloud platform
• Hands on experience in scripting in Linux is a plus
  
  
  

Our salary ranges consider various factors, including but not limited to benchmarking by independent third-party consultants, skills, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with outstanding experience and a demonstrated history of successful performance. This position's expected total compensation (base salary and commission range) is $118,000.00 -$153,000.00

What happens after you apply?

Learn how to prepare yourself for the next steps in our hiring process by visiting https://careers.commscope.com/how-we-hire.

Why CommScope?

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 https://jobs.commscope.com/eeo