Principal Technical Support Engineer
hace 3 semanas
In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
CommScope is looking to add Principal Technical Support Engineer
CommScope’s Network, Indoor Cellular & Security solutions focus on enabling wireless and wired connectivity across sophisticated and multifaceted networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including hospitality, education, hard-working cities, government, venues, service providers, and more.
The Team
Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer’s Experience.
How You'll Help Us Connect the World
RUCKUS Networks, a CommScope company, is a global innovator in Wireless and Switch networking technology. The Customer Support team is committed to delivering outstanding customer experience. We are looking for a highly authoritative Principal Technical Support Engineer who can perform duties with minimal direction and possesses strong wireless knowledge with L2/L3 Switch networking and system troubleshooting skills. A candidate must have strong interpersonal skills and experience in interacting and building rapport with customer management and technical teams.
Key Responsibilities:
- Responsible for promptly troubleshooting, isolating root causes, and providing resolutions to customers' critical technical issues.
- Collaborate with customers and internal engineering teams 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, if required.
- Work closely 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.
- Some travel may be required to customer sites.
Required Qualifications for Consideration:
- Bachelor’s degree in Electrical Engineering or 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 certificates, 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.
You Will Excite Us If You Have:
- Experience in troubleshooting Layer 2/Layer 3 Switches.
- Hands-on experience in scripting in Linux.
What Happens After You Apply:
Learn how to prepare yourself for the next steps in our hiring process by visiting this link .
Why CommScope:
CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next… come connect to your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at . You can also learn more about CommScope’s accommodation process and EEO policy at this link .
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