Principal Technical Support Engineer

CommScope; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Principal Technical Support Engineer, where you'll play a crucial role in enhancing customer experiences through your expertise in wireless networking and troubleshooting. This dynamic position involves taking ownership of customer-reported issues, providing technical assistance, and collaborating with engineering teams to resolve escalations. You'll engage with customers, document interactions, and contribute to knowledge development. If you're passionate about technology and customer service, this is an exciting opportunity to make a significant impact in a globally recognized firm dedicated to innovation in connectivity solutions.

Qualifications

• 8+ years of experience in wireless networking and technical support.
• Expertise in 802.11 protocols, WLAN security, and troubleshooting.

Responsibilities

• Provide technical assistance for Ruckus Premium accounts.
• Replicate customer problems and work with engineering to resolve issues.

Skills

Wireless Networking

Troubleshooting Skills

Interpersonal Skills

Customer Service

Scripting in Linux

Education

Bachelor’s degree in Electrical Engineering

Bachelor’s degree in Computer Science

Tools

Windows Server

Linux Server

VMware

Azure

AWS

GCE Cloud

Job description

CommScope is looking to add Principal Technical Support Engineer

CommScope’s Network, Indoor Cellular & security solutions focus on enabling wireless and wired connectivity across sophisticated and multifaceted networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including hospitality, education, hard-working cities, government, venues, service providers, and more.

The Team

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

RUCKUS Networks, a CommScope company, is a global innovator in Wireless and Switch networking technology. The Customer Support team is committed to delivering outstanding customer experience. We are looking for a highly authoritative Principal Technical Support Engineer who can perform the duty with minimal direction and possesses strong wireless knowledge of L2/L3 Switch networking and system troubleshooting skills. A candidate must have strong interpersonal skills and experience in interacting and building rapport with customers, management, and technical teams.

Role Purpose:

The Principal Technical Support Engineer (TSE) takes ownership of customer-reported network issues to provide assistance in quickly restoring service and providing 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.

This position is based in México City.

Key Responsibilities:

1. Provide technical assistance to Ruckus Premium (BullDog) accounts.
2. Interact with customers to promptly troubleshoot and isolate root causes and provide resolutions to customer issues.
3. Replicate customer problems in the Support lab.
4. Work closely with Engineering to resolve escalations and bugs.
5. Provide ongoing regular updates to sales, internal management, and the customer on the progress of assigned cases.
6. May be requested to work a ‘staggered work week’, i.e., Sunday through Thursday or Tuesday through Saturday.
7. Be available for inclusion in the rotating on-call roster.
8. Have flexibility in work hours to address customer issues.
9. Document customer and engineering interactions and technical action plans.
10. Provide necessary updates to management and field teams for high-profile technical escalations.
11. Assist in the development of knowledge articles, troubleshooting guides, and internal training.
12. Provide ongoing coaching and mentoring within the team.
13. Attend regular customer and internal conference calls for high-profile cases and escalations.
14. Adhere strictly to Service Level Agreement KPIs.

Required Qualifications for Consideration:

1. Bachelor’s degree in Electrical Engineering, Computer Science, or a related Engineering area.
2. 8+ years of work experience in the wireless networking industry: WiFi, Networking (switching/routing), and/or TAC (Technical Assistance Center Support).
3. Expert level 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.
4. System experience in Windows & Linux server platforms, VM platforms (VMware & KVM), and Azure, AWS & GCE Cloud platforms.
5. Proficient in English (written and spoken).

You Will Excite Us If You Have:

1. Experience in troubleshooting Layer 2/Layer 3 Switch is a plus.
2. Hands-on experience in scripting in Linux is a plus.

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting our hiring process page.