Sr Technical Support Engineer Ruckus Wireless
THIS JOB HAS EXPIRED Job Description
Ruckus Wireless Global Technical Support team is looking for a highly motivated and technical support experienced Senior level TSE with strong networking technical background to join our NAM Enterprise Technical Support Team. As a part of the team you will possess the Ruckus WLAN product expertise and exceptional analytic skills in troubleshooting complex customers WLAN issues. A Senior TSE will be responsible for providing Level 2 & 3 Technical Support to our Global Value Add Resellers and Enterprise End customers on leading Ruckus Wireless products. A Senior TSE is expected to be a go to person for technical questions and providing technical expertise and guidance to Enterprise TS team members in resolving complex issues. The candidate must have excellent oral and written communication skills and ability to interact with others with sound levels of judgment and professionalism.
Provide prompt Level 2 & 3 advance tech support cases thru primarily using phone with follow up emails to VARs and end customers.
Take the ownership and drive assigned highly escalated cases until they are completely resolved in given time and the customers are satisfied with the resolution.
Identify, collect, debug, isolate and solve complex customers WLAN problems/issues.
Formulate clear fault analysis, isolate root cause and develop technical resolution plans for assigned cases.
Develop a customer network environment and reproduce customers? technical problems.
Closely collaborate with SE, Escalation and Sustaining Engineering in highly complex and visible cases.
Need to write clear and concise documentation in the form of case notes in SFDC and development of KB articles. Plus, coach peer TSEs on developing KB articles.
Required to provide regular case updates to the customers, internal support management and other cross functional teams as needed basis.
Need to work on multiple cases and required to maintain 25 cases monthly case closure rate.
Work with other senior level TSEs on assigning cases in incoming cases in the L2 queue.
Work on assigned new product release testing and other special Technical Support team projects.
Develop and deliver technical training to the team.
Desired Skills & Experience
A Bachelor or MS degree in Computer Science, Engineering or related technical discipline
Experience in leading and coaching technical team members is desired.
Expert level in Technical Support troubleshooting methodology, case management and KCS.
Working experience in interacting with customers executive level managers.
Minimum of 10 years professional experiences in administering, configuring, supporting, troubleshooting and debugging enterprise LAN/WAN/WLAN.
Clear understanding on how to troubleshoot RF transmissions & antenna behavior issues.
Solid working experience with Windows PC, Apple Mac, android, Apple Mobile devices, 802.11a/b/g/i/n/x connectivity and protocol standards with clear knowledge of WLAN protocols, security, WiFi Hotspot, encryption, RADIUS, AAA, SSL, EAP, PSK, TCP/IP OSI model, and Layer 2 & 3 Switch protocols.
Strong Linux and Windows server administration and configuration experience with working knowledge of HTML, Python, Note ++, CLI, PuTTY, SSH and simple scripting.
Expert level in using protocol analyzers tools such as OmniPeek and Wireshark
The following Certifications would be a plus: CCNA, CWNA, CWSP, CWNE, MCSE
To all recruitment agencies: Ruckus Wireless does not accept unsolicited resumes from recruitment agencies and/or individual recruiters without a signed agreement. Ruckus Wireless will not be responsible for any fees related to unsolicited resumes submitted through this site, to Ruckus Wireless employees or contractors.
||880 West Maude Avenue |
Sunnyvale, CA 94085
THIS JOB HAS EXPIRED