Principal Technical Support Engineer

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Commscope A tiempo completo

Job Description

We are seeking a highly skilled Principal Technical Support Engineer to join our team at CommScope. This role will be part of the Ruckus Networks Customer Support and Services (CSS) team, which is a globally distributed team functioning with a unified operations model.

About the Role

The ideal candidate will have strong wireless knowledge of L2/L3 Switch networking and system troubleshooting skills, as well as excellent interpersonal skills and experience in interacting and building rapport with customers, management, and technical teams.

Key Responsibilities

  • Responsibly troubleshoot, isolate root causes, and provide resolutions to customers' critical technical issues.
  • Collaborate with customers and the internal engineering team to collect logs and network data (packets) and analyze the data to isolate network issues.
  • Replicate customer technical environments in the Support lab to recreate customer issues.
  • Work closely with engineering in debugging logs and collecting data to isolate SW/HW defects and follow through on delivering fixes to customers in critical situations.
  • Provide in-person, on-site support to customers experiencing major issues impacting their user experiences.
  • Collaborate with multi-functional teams (SEs, Engineering, and PLM) on debugging tools and improving process efficiency.
  • Develop and publish Knowledgebase (KB) articles on sophisticated problem resolutions to be shared with customers and internal Technical Support Engineers.

Requirements

  • Bachelor's degree in Electrical Engineering, Computer Science, or relevant experience in a technical field.
  • 7+ years of work experience in wireless networking.
  • 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.
  • System experience in Windows & Linux server platforms, VM platforms (VMware & KVM), and Azure, AWS & GCE Cloud platforms.
  • Experience in troubleshooting Layer 2/Layer 3 Switch is a plus.
  • Hands-on experience in scripting in Linux is a plus.

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