Technical Support Engineer Specialist
hace 2 semanas
In an increasingly interconnected world, we're seeking a skilled Principal Technical Support Engineer to join CommScope's Network, Indoor Cellular & Security solutions team. Our innovative products focus on delivering wireless and wired connectivity across sophisticated networks. With dedicated engineering and Customer Service and Support resources, we cater to diverse clients in the hospitality, education, government, and service provider sectors.
Ruckus Networks Customer Support and Services (CSS) is a globally distributed team with a unified operations model. We're committed to modernizing our business, prioritizing exceptional customer experiences. If you're passionate about technology and customer satisfaction, this role may be your ideal fit.
We're looking for a highly experienced Principal Technical Support Engineer who can work independently and possess strong knowledge of wireless protocols, L2/L3 Switch networking, and system troubleshooting skills. The successful candidate will have excellent interpersonal skills, experience in interacting with customers and technical teams, and a strong ability to analyze network issues.
The responsibilities of this role include:
- Troubleshooting critical technical issues and providing timely resolutions to customers
- Collaborating with internal engineering teams to collect logs and network data, analyzing it to isolate network problems
- Recreating customer environments in the Support lab to replicate issues
- Working closely with engineering to debug logs and collect data, identifying SW/HW defects, and delivering fixes to customers in critical situations
- Providing on-site support to customers experiencing major issues impacting their user experience
- Developing and publishing Knowledgebase articles on complex problem resolutions to share with customers and internal Technical Support Engineers
This position requires a Bachelor's degree in Electrical Engineering or Computer Science, or relevant experience in a technical field, along with 7+ years of work experience in wireless networking. You'll need expert-level knowledge of wireless protocols, including 802.11, WAP, WLC, WLAN security, SSL certificates, TCP/IP, RADIUS, LDAP, and packet capture analysis.
You should also have experience with Windows and Linux server platforms, VM platforms (VMware and KVM), and Azure, AWS, and GCE Cloud platforms. Additionally, hands-on experience with scripting in Linux is highly desirable.
Based on industry standards, the estimated salary for this position ranges from $120,000 to $180,000 annually, depending on location and level of experience. As a valued member of our team, you'll enjoy a comprehensive benefits package and opportunities for career growth.
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