Senior Enterprise Technical Support Manager Ruckus Wireless
THIS JOB HAS EXPIRED Job Description
This is a senior technical position in the Customer Support group. Working in a fast-paced environment, the Technical Support Manager will be responsible for the highest level of support for Ruckus Wireless products to Enterprise Channel partners and Service Provider in the Americas.
The role is to effectively manage and resolve any Customer problem whilst ensuring a high degree of Customer satisfaction and is also responsible for the management of the America?s Technical Support Engineers.
Acting as a part of a team in a growing and exciting leader in the Wi-Fi space, the Technical Support Manager is expected to:
Ensure continuous, courteous and professional support coverage. Effectively manage and resolve customer technical problems while ensuring a high level of customer satisfaction and meeting established guidelines.
Direct management responsibilities for the Technical Support Engineers. Mentor and improve the Technical Support Engineers through coaching, knowledge transfer and process improvement.
Coordinate with Development and Sustaining engineering to identify cause and provide appropriate solutions to critical Customer issues. Influence development and QA process improvements based on the nature of the critical case reviews.
Engage the required resources and represent the company while interacting with customers.
Develop and disseminate technical information and knowledge. Responsible for generation of support documents to guide the customer on product applications and to address known issues and problems.
Provide technical consultation to the customer support engineer, reseller / systems integrators and customer on the company?s product and on integration with other equipment.
Participate in the new product development process to ensure serviceability is designed into the product. Based on field experience, provide input to product management on product serviceability improvements of current products.
Customer advocate across all departments within Ruckus Wireless to ensure proper service delivery.
Desired Skills & Experience
The Technical Support Manager will work with employees, customers, and VARs to ensure the quality and reliability of the Ruckus product.
Qualifications (Key Skills, Education and Experience):
A Bachelor?s degree in Computer Science, Engineering or related technical discipline (Masters preferred).
At least 2 years at a managerial level supervising a team of Support Engineers.
Minimum of 5 years? experience in designing, deploying, configuring, supporting, troubleshooting, debugging and administering some of the following Wireless LAN products and technologies:
Wireless Access Points (LWAPP a plus)
Wireless Client Associations
Solid knowledge of networking technologies, including switching and routing, TCP/IP protocols,
tunneling, network security, and related authentication and encryption technologies.
Experience with networking products and wireless products (microwave radios) with an understanding of RF transmissions & antenna behavior
Advanced knowledge of Wi-Fi technologies including 802.11a/b/g/n, 802.1x, 802.11i, and WISPr with any of the following Certifications would be considered a plus: CWNA, CWSP, CWNE
Ability to assume a leadership role
Willingness to work in a fast paced and challenging work environment.
The ability to multi-task, work under pressure and with short due dates.
Strong interpersonal skills; proprietorship for the job, excellent oral and written communication skills.
Exceptional trouble shooting and problem solving skills.
Ability to team and interact with others and the ability to influence others within the Company.
Routinely demonstrates sound levels of judgment and professionalism.
||880 West Maude Avenue |
Sunnyvale, CA 94085
THIS JOB HAS EXPIRED