• Bangalore

Senior Technical Support Engineer
Job Title: Senior Technical Support Engineer
Team: TAC Teams at Ruckus Wireless
Internal: TAC Managers, TAC Senior Manager, Cross-functional Support Teams and Sales teams
External: Customers, Partners and VARs
Senior Technical Support Engineer, working in a fast-paced environment, the Senior Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.


Key Operational Responsibilities:
Be the first technical point of contact for the customer
Should posses 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
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
Understand the SLA’s and work/align style of working towards meeting them




Time to Resolve and Time to Close  



B.Sc.

or B.E degree in Computer Science, a related field, or equivalent work experience.
Minimum of 4 years of customer support experience in IP networks, WiFi or related environment.


Data networking is mandatory, Wireless networking experience is desired.
Preferably worked as an engineer TAC.
Certifications/Accreditations:
CWNA / CCNA is an advantage


Technical skills & Knowledge:
Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
CCNA – Must or higher knowledge, CWNA, CWSP would be a Plus
Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies:
Wireless Access Points
Wireless Client Associations
Wireless Controllers
A very good understanding of RF transmissions & antenna behavior
knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.


Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
Ruckus Wireless Products

Routing and Data Centers
Wifi solutions, Multi-tenant solutions, Hotspot services
General knowledge in the following areas:
Wireless industry and competing products
Competitor Switching Products


Other Abilities required: 
Good problem solving and decision-making skills
Ability to understand and analyze customer issues along with good troubleshooting skills 
Ability to communicate clearly and effectively with clients and peers
Excellent written & verbal communication skills
Excellent inter-personal and teamwork skills
Self-driven, proactive, hardworking, team-player
Encourages and accepts feedback
Exposure of handling international customers
Monday through Friday and weekend or overnight hours as required.