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Lead Technical Support Engineer
hace 2 meses
In today's interconnected world, having a meaningful relationship with your work is vital.
CommScope is seeking to hire a Principal Technical Support Engineer
CommScope specializes in Network, Indoor Cellular, and security solutions, aimed at facilitating both wireless and wired connectivity across complex and diverse networks. We provide dedicated engineering, customer service, and support resources to clients across various sectors, including hospitality, education, urban infrastructure, government, venues, service providers, and more.
About the Team
The Customer Support and Services (CSS) team at Ruckus Networks operates globally with a cohesive operational model. We are enthusiastic about modernizing our approach with a strong emphasis on enhancing the Customer Experience.
Your Role in Connecting the World
As a global leader in Wireless and Switch networking technology, RUCKUS Networks, a CommScope company, is committed to delivering exceptional customer experiences. We are in search of a highly skilled Principal Technical Support Engineer who can operate with minimal supervision and possesses extensive knowledge in wireless technologies, along with L2/L3 Switch networking and system troubleshooting expertise. The ideal candidate will have excellent interpersonal skills and experience in building strong relationships with both customers and technical teams.
Key Responsibilities:
- Quickly troubleshoot, identify root causes, and resolve critical technical issues for customers.
- Collaborate effectively with customers and internal engineering teams to gather logs and network data (packets) for analysis in diagnosing network problems.
- Recreate customer technical environments in the Support lab to replicate issues.
- Work closely with engineering teams to analyze logs and gather data to identify software/hardware defects, ensuring timely fixes for customers during critical situations.
- Provide on-site support to customers experiencing significant issues affecting their user experience, if necessary.
- Collaborate with cross-functional teams (SEs, Engineering, and PLM) to enhance debugging tools and improve process efficiency.
- Create and publish Knowledgebase (KB) articles on complex problem resolutions for sharing with customers and internal Technical Support Engineers.
- Some travel to customer sites may be required.
Required Qualifications:
- Bachelor's degree in Electrical Engineering, Computer Science, or relevant technical experience.
- 7+ years of experience in wireless networking.
- Expertise in wireless protocols, Wireless Access Points (WAP), Wireless LAN Controllers (WLC), WLAN security, SSL certificates, TCP/IP, RADIUS, LDAP, and packet capture analysis.
- Experience with Windows and Linux server platforms, VM platforms (VMware & KVM), and cloud platforms such as Azure, AWS, and GCE.
- Bilingual proficiency.
Preferred Qualifications:
- Experience troubleshooting Layer 2/Layer 3 Switches is a plus.
- Hands-on experience with scripting in Linux is advantageous.
Why Choose CommScope:
CommScope is dedicated to providing connectivity that enhances how we live, work, and learn. Our employees are at the forefront of communications technology, enabling transformative innovations such as 5G, the Internet of Things, and gigabit speeds for all. With unparalleled expertise in copper, fiber, and wireless infrastructure, our global clients depend on us to excel today and prepare for future demands.
If you aspire to advance your career alongside bright, passionate, and caring individuals who are committed to creating impactful solutions, consider joining CommScope.
CommScope is an Equal Opportunity Employer (EEO), including individuals with disabilities and veterans. If you require accommodation during the application or interview process, please reach out to us to submit your request.
