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.

Team: Technical Customer Experience Centre (TAC) at Ruckus

Role Purpose:
The Staff / Sr Staff Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Staff TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on current and existing defects.

Key Responsibilities:
As Staff / Sr Staff TSE, primary responsibility is to provide technical assistance to Ruckus Premium (BullDog) accounts
Interact with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issues
Replicate customer problems in the Support lab
Work closely with Engineering to resolve escalations and bugs
Provide on-going regular updates to sales,



internal management and the customer on the progress of assigned cases
As part of this role, you may be requested to work a ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday
Must be available for inclusion in rotating on-call roster
Must have flexibility in work hours to work on customer issues
Document customer and engineering interactions and technical action plans.
Provide necessary updates to management and field teams for high profile technical escalations.
Assist in development of knowledge articles, troubleshooting guides and internal training
Provide ongoing coaching and mentoring within the team
Attend regular customer and internal conference calls for high profile cases and escalations
Strict adherence to Service Level Agreement KPIs
Required Experience:
8+ years of experience working in the networking space
5+ years of experience working in a TAC
Excellent written and oral communica

📌 Lead Technical Support Engineer (Bengaluru)
🏢 Ruckus Networks
📍 Bengaluru