Lead 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.

Role Purpose:

The Staff / Senior Staff Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Staff 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 Staff / Senior Staff TSE, 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:

• 7+ years of experience working in the networking space
• 4+ 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

Experience considered favorably:

• 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.

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: