Sr. Staff Technical Support Engineer

CommScope; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

CommScope seeks a Senior Staff Technical Support Engineer who will own customer reported network issues, providing swift resolutions and maintaining high levels of customer satisfaction. This pivotal role within Ruckus Networks requires extensive networking experience and strong communication skills, with opportunities for professional growth in a dynamic environment that prioritizes innovative connectivity solutions.

Qualifications

• 8+ years experience in the networking industry.
• 5+ years experience troubleshooting datacenter and enterprise core networks.
• Familiar with Layer 2/3 technologies and protocols.

Responsibilities

• Troubleshoot and resolve customer network issues.
• Replicate issues in a lab environment.
• Provide updates to customers and internal teams.

Skills

Troubleshooting

Communication

Packet Analysis

Problem Solving

Education

Bachelor's degree in a computer related field

Tools

Wireshark

Salesforce

JIRA

Job description

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

The Company – CommScope

CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart 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.

Job Title: Senior Staff Technical Support Engineer

Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose:

The 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:

• 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:

• Min 8+ years of experience working in the networking Industry.
• 5+ years of experience in Troubleshooting Datacenter networks, Enterprise core networks.
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams.
• Thorough understanding (Packet level) of

- IP Packet flow, OSI layers

- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)

- Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols.

- Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR)

- IP routing protocols (BGP, OSPF)

- Multicast protocols [IGMP, IGMP-snooping, PIM, MVR]

- Understanding of IPv6.

• 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:

• Advanced Datacenter technologies- MCT, VxLAN, EVPN
• 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: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
• Relevant industry accreditations/certifications: CCNP, CCIE-ENT/DC, JNCIS-ENT/DC, JNCIE-DC/ENT, or other equivalent certifications.

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.

Travel:

• Limited amount of travel

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.

RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com

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 [e-mail]