Senior Technical Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia CommScope Inc. A tiempo completo

In today's interconnected world, fostering a true connection with your work is paramount.

CommScope is seeking to hire a Principal Technical Support Engineer

CommScope's offerings in Network, Indoor Cellular, and security solutions are designed to facilitate both wireless and wired connectivity across complex and diverse networks. We provide dedicated engineering and customer service resources to a wide range of sectors, including hospitality, education, municipal services, 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 framework. We are enthusiastic about modernizing our business 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, as well as L2/L3 Switch networking and system troubleshooting. The ideal candidate will have strong interpersonal abilities and experience in building relationships with both customers and technical teams.

Key Responsibilities:

  • Swiftly troubleshoot, identify root causes, and provide solutions for critical technical issues faced by customers.
  • Collaborate effectively with customers and internal engineering teams to gather logs and network data for analysis to resolve network issues.
  • Recreate customer technical environments in the Support lab to simulate and address customer 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 that affect their user experience, when necessary.
  • Collaborate with cross-functional teams (SEs, Engineering, and PLM) to enhance debugging tools and improve process efficiency.
  • Create and publish Knowledgebase (KB) articles detailing sophisticated problem resolutions for both customers and internal Technical Support Engineers.
  • Willingness to travel to customer sites as needed.

Required Qualifications:

  • Bachelor's degree in Electrical Engineering, Computer Science, or a related technical field.
  • 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, virtualization platforms (VMware & KVM), and cloud platforms (Azure, AWS, GCE).
  • Bilingual proficiency.

Preferred Qualifications:

  • Experience troubleshooting Layer 2/Layer 3 Switches is a plus.
  • Hands-on experience with scripting in Linux is advantageous.

Next Steps After Application:

To prepare for the next steps in our hiring process, please visit our website for guidance.

Why Choose CommScope:

CommScope is dedicated to delivering connectivity that transforms how we live, work, and learn. Our employees are at the forefront of communications technology, enabling groundbreaking advancements such as 5G, the Internet of Things, and gigabit speeds for all. With our unparalleled expertise in copper, fiber, and wireless infrastructure, our global clients trust us to excel today and be prepared for tomorrow's needs.

If you aspire to advance your career alongside bright, passionate, and caring individuals who strive to create impactful connections, consider joining CommScope.

CommScope is an Equal Opportunity Employer (EEO), including individuals with disabilities and veterans. If you require accommodations during the application or interview process, please reach out to us to submit your request.

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