RUCKUS Staff Wireless Support Engineer

CommScope
US - Other
July 16, 2024
Engineering

Role Summary:

Working in a fast-paced environment, the Staff Technical Support Engineer will be responsible for providing mostly for cases that are escalated by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.

HOW YOU'LL HELP US CONNECT THE WORLD

Be the first Escalation point of contact for the customer and/or for the TAC TSEs
Should possess the ability to manage critical (p1) cases soon after the training in Ruckus Products
Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases
Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.
Work closely with SE teams internally on larger networks and more complex issues
Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience
Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Identify and reproduce customer technical problems in a test/lab environment
Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution
Ensure proper case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips and white papers
Contribute to the knowledge base by creating KB articles
Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
Suggest improvements on product quality / features and be proactive in development of product
Manage customer expectation and make sure customer is receiving highest quality of service
Document customer issues for future reference and build knowledge base of the solutions given to the customer
Actively participate in trainings and improve product and process knowledge
New hire training and OJT responsibilities is part of the role
Understand the SLA's and work/align style of working towards meeting them
Participate in forums and Tektalk exchanges
KRAs include:
- CSAT
- Active Backlog
- Aged Backlog
- Time to Resolve and Time to Close
- Escalation %
- KB Contribution

REQUIRED QUALIFICATIONS FOR CONSIDERATION:

Education level:

B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
Bilingual in English and preferrably in Chinese (Mandarin/Cantonese) to support the region

Work Experience:

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Attorney II - Texas Work from Home

Mercury General

United States - San German
July 14, 2024

This position is work from home and will require in-person court appearances and hearings/trials in the surrounding area. • (Must reside in the State and Region where assigned files are venued)Join an amazing team that is consistently recognized for our achievements and culture, including our...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now