Systems Engineer - Wireless Infrastructure

You will be providing advanced technical customer support to partners and customers in diagnosing, isolating, reproducing and fixing complex technical issues in a timely manner. Also you will serve as a mentor and escalation point for junior Technical Support Engineers (TSEs). In order to be successful in this role, you must possess outstanding customer service and technical problem solving skills and be someone who embraces challenges.

Responsibilities

• Demonstrate case management skills for each escalated case by resolving various issues quickly and proactively involving resources as needed to achieve high customer’s satisfaction
• Research, troubleshoot and resolve escalated customer issues
• Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommends / implements appropriate solutions to resolve the problem
• Be a Subject Matter Expert (SME) and escalation point of contact for Primary Team
• Require the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy
• Provide regional and overflow telephone support which includes handling escalations from around the globe
• Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams
• Mentor newly hired support engineers and peers in technical areas of specialty
• Assist in documentation of new processes and procedures to improve team efficiency and customer satisfaction
• Achieve the performance metrics as defined by the organization
• Drive continuous learning, results orientation and teamwork.
• Develop and conduct trainings in order for technical support engineers to attain the highest level of technical competence required for their role.
• Contribute technical content to Ruckus leading Deployment Guides, Knowledge Base, FAQ’s etc..
• Provide technical cross-training to relevant groups as needed
• Must be willing and able to, be on-call 24×7 on Mission Critical Issues and interface with customers/clients via emails/phone to walk them through hands-on troubleshooting

Education & Experience

• Bachelor’s degree in Computer Science or Engineering
• 7+ years of related work experience

Technical Skills

• Advanced level of knowledge and exposure to deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies:
• Wireless Access Points
• Wireless Client Associations
• Wireless Controllers
• Understanding of RF transmissions & antenna behaviour
• Advanced knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
• Solid working experience with 802.11a/b/g/i standards and knowledge of 802.11n
• Expert or highly experienced in using protocol analyzers tools such as Wireshark, Ethereal
• Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)
• Following Certifications would be a plus: CWNA, CWSP, CWNE

General Skills

• Excellent interpersonal and teamwork skills
• Self-driven, proactive, hardworking, team-player with a good sense of humor
• Strong problem solving, troubleshooting and analysis skills
• Encourage and accept feedback