Technical Support Engineer

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 Ruckus Networks

Role Purpose:

The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wired products to our Enterprise customers.

Key Responsibilities:

• Be the first technical point of contact for the customer

• Should possess the ability to manage critical (P1) cases soon after the training in Ruckus Products

• Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases

• Work closely with SE teams internally on larger networks and more complex 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

• Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.

• Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team

• Manage customer expectation and make sure customer is receiving 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 adherence to Service Level Agreement KPIs

• 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, Escalation %, KB Contribution

Required Experience:

• Minimum of 3 years of customer support experience in IP networks, Switching & Routing or related environment

• Data networking is mandatory.

• 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

• Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments

• Technical expertise in troubleshooting and resolving complex Layer 2/3, Networking Knowledge, Switching, Routing, Hardware, Security and Authentication, NMS network management systems & Multicast

• Experience providing support to direct 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, Ethernet switching, Routing and Data Centers, Multi-tenant solutions.

• Bachelor or diploma in a computer related field or equivalent work experience

Experience considered favorably:

• Working Knowledge of Salesforce and JIRA.

• Multiple language skills

• Experience working with Linux

• Experience working in (or with) a vendor

• Relevant industry accreditations/certifications: 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

Work Schedule: Monday through Friday or ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.