Ruckus Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them.
Our Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks. We offer dedicated engineering and Customer Service and Support (CSS) resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers, and more! CSS is a globally distributed team functioning with a unified operations model. We are excited to be modernising our business with a clear focus on the Customer Experience.
We’re now hiring a **Staff Technical Support Engineer **in our Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for our premium enterprise wireless customers, providing the very highest levels of service and issue resolution. This role is a **Virtual** role and can be based anywhere in the UK, Spain, Italy, Germany, Poland or Czech.
We need critical and creative problem-solvers like you —who are stimulated by variety, adapt to change, and come up with creative solutions. If your wireless technical expertise is second to none are you are passionate about working directly key accounts, using outstanding communication and customer management skills - we want to hear from you!
**How You'll Help Us Connect The World**
You’ll take ownership of network issues reported by your assigned accounts in to quickly restore service and provide problem resolution - maintaining excellent communication and engagement with your customer, field teams and management throughout.
Another vital aspect of the role is reproducing customer reported issues in a lab environment and working with engineering on new and existing defects, plus proactively engaging with customers to support upcoming changes.
As Staff Technical Support Engineer you will share your expertise by developing knowledge articles, guides and internal training, and coaching and mentoring within the team.
**Required Qualifications for Consideration**
- Bachelor’s degree or diploma in a computer-related field
- 6+ years of experience in the networking space, with excellent technical knowledge of wireless networking
- 3+ years work history in an enterprise Technical Assistance Centre (TAC) environment.
- Experience providing technical support to direct customers, resellers, and field teams in resolving in-company product-related issues. Fixing and resolving complex Layer 2/3 issues in multi-vendor environments.
- Previous experience fixing STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, AAA would be advantageous.
- Must be available for inclusion in rotating on-call roster, typically around 1 weekend every 6 months.
- Must be fluent in both English and German languages.
**You Will Excite Us If You Have**
- Excellent understanding and applied knowledge of: TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS, wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
- Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc
- Working knowledge of Salesforce and JIRA.
- Excellent understanding of RF transmission and antenna behaviour.
- Experience working in a support lab environment for problem replication.
- Experience documenting the sequence of events related to resolving customer technical issues.
- Proficient in analysing data traces from protocol analysers such as Wireshark.
**What happens after you apply?**
**Why CommScope's Ruckus Networks**
In this “always-on” world, we believe it’s essential to have a genuine connection with the work you do. Driven by a collective sense of integrity, we are on a quest to ensure our lives, homes, and businesses are empowered by the world’s most advanced networks.
Our dynamic work environment attracts forward-thinking, hardworking, and caring people who strive to build what’s next. We provide our employees with opportunities where they can innovate and build while growing and developing their careers. We grow with change and know the value diversity plays in bringing forth new insights and generating better solutions.
Here, you will find a collaborative culture that encourages authenticity and champions inclusiveness. Come connect to your future!