• CommScope

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The Company – CommScope 
CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks.

It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.  
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. 
Job Title: Manager, Technical Support Engineering
Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus 
Manager, Technical Support Engineering leads a team of technical engineers to ensure that we meet our customer’s needs in accordance to the Ruckus standards of performance.  
We are seeking a hands-on technical support manager who can look after our engineers based in various regions. 
The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions. 
Key Responsibilities: 
Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift – managing critical cases, customer escalations, meeting SLA’s, scheduled activities, time-zone handoff’s, case assignment 

Manage a team of engineers including all TAC functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base 

Maintain Staffing, Attendance & Shift Roster 

Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence) 

Ensure timely and effective escalations.

Monitor and Track the same 

Ensure team focuses on the Customers Experience 

Perform regular case backlog analysis and work with engineers for resolution. 

Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior management 

Coach, mentor and educate TSEs on need basis on case handling, process adherence and ensure enhanced productivity  

Ensure smooth case Transfers between the regions and engineer to engineers and scheduled Call-backs are taken care 

Independently take ownership of problems and steer/drive to resolution 

Work closely with other TAC managers and engineers, Sales and Engineering teams 

Report complex technical issues up to higher management and executives 

Identify opportunities for new process and improvement and work with the other TAC managers to operationalise 

Represent our team in meetings with both internal and external customers 

Suggest areas where team requires improvement on technical and soft skills 

Always use good judgement  

B.Sc.

or B.E degree in Computer Science, a related field, or equivalent work experience. 

Work Experience:   
Minimum of 8 years of customer support experience in IP networks, Wi-Fi or related environment.  

2+ years of experience in technical managers/leadership role 

Previously held technical customer support roles desired 

People management experience would be considered favorably. 

Ability to create reports using standard business tools 

Clear understanding of TAC business metrics 

Understanding of networking technologies 

Certifications/Accreditations:  
CWNA / CCNA / CCIE / etc.

is an advantage 

Demonstrated leadership in TAC environment. 

People Development 

Self-starter who is excited about technology 

Excellent oral and written communication skills 

Detail-oriented and critical thinker 

Calm when under difficult circumstances 

Strong customer focus - an ability to put yourself in the customer’s shoes 

Other Abilities required:    
Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English 

Ability to work off-shift and weekends as required 

Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams. 

Experience as individual contributor 

Worked with enterprise customers  

Wireless AP/controller and switching knowledge 

Worked within global distributed teams 

Monday through Friday and weekend or overnight hours as required. 

Limited amount of travel