Staff technical support engineer

Everyone communicates. It s the essence ofthe human experience. How we communicateis evolving. Technology is reshaping the waywe live, learn and thrive. The epicenter of thistransformation is the network-our passion. Our experts are rethinking the purpose, role andusage of networks to help our customers increasebandwidth, expand capacity, enhance efficiency,speed deployment and simplify migration. Fromremote cell sites to massive sports arenas, from busy airports to state:of:the:art data centers-we provide the essential expertise and vitalinfrastructure your business needs to succeed.The world s most advanced networks rely onCommScope connectivity In our always on world, we believe its essential to have a genuine connection with the work you do. CommScope is looking to add a Staff Technical Support Engineer, working in a fast:paced environment, the Staff TSE will be responsible for providing mostly for cases that are brought up by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers. Key Partners: : Internal: TAC Managers, TAC Senior Manager, Multi:functional Support Teams, EET Team and Sales teams : External: Customers, Partners and VARs How Youll Help Us Connect the World : Be the first Critical issue point of contact for the customer and/or for the TAC TSEs : Should posses the competence to manage critical (p1) cases soon after the training in Ruckus Products : Demonstrate the capability to work with Critical issue team and/or engineering teams to manage brought up 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 sophisticated issues : Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience : Work on sophisticated problems where analysis of situations requires in:depth fault analysis and fixing 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 : Guide and discuss with Staff or Principal Engineers on calls and emails that require assistance. : Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team : Suggest improvements on product quality / features and be proactive in development of product : Handle customer expectation and make sure customer is receiving the 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, Critical issue , KB Contribution Required Qualifications for Consideration: Education level: : B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience. Work Experience: : Minimum of 6:8 years of customer support experience in IP networks, WiFi or related environment : Wireless networking experience is required : Working experience in TAC as level 2 engineer is required Certifications/Accreditations: : CWNA / CCNA is required : CWNP (Or equivalent) is an advantage Key compete