Technical Support Engineer Req ID: 81689 Location: Bangalore, Karnataka, India 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 Networks **Role Purpose** : The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wired products to our Enterprise customers. **Key Responsibilities:** + Be the first technical point of contact for the customer + Should possess 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 + Identify and reproduce customer technical problems in a test/lab setting + 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 + 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 + Strict adherence to Service Level Agreement KPIs + Understand the SLA's and work/align style of working towards meeting them + KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation %, KB Contribution **Required Experience:** + Minimum of 3 years of customer support experience in IP networks, Switching & Routing or related environment + Data networking is mandatory. + Preferably worked as an engineer TAC + Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams + Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS + Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments + Technical expertise in troubleshooting and resolving complex Layer 2/3, Networking Knowledge, Switching, Routing, Hardware, Security and Authentication, NMS network management systems & Multicast + Experience providing support to direct customers, resellers,



and field personnel in resolving company product related issues + Experience working in a support lab environment for problem replication + Experience documenting the sequence of events related to resolving customer technical issues + Proficient with analyzing data traces from protocol analyzers such as Wireshark + Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ethernet switching, Routing and Data Centers, Multi-tenant solutions. + Bachelor or diploma in a computer related field or equivalent work experience **Experience considered favorably:** + Working Knowledge of Salesforce and JIRA. + Multiple language skills + Experience working with Linux + Experience working in (or with) a vendor + Relevant industry accreditations/certifications: CCNA, CCNP, JNCIA, JNCIS **Communication/work style:** + Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions + Strong interpersonal skills with a focus on customer satisfaction + A belief in ownership + Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details + Must maintain a professional attitude, demeanor and be highly motivated and self-directed + Encourages and accepts feedback **Work Schedule:** Monday through Friday or 'staggered work week', i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required. **Learn more about how we're on a quest to connect the future and build what's next.** **Job Segment:** Technical Support Engineer, Technical Support, Network, Engineer, Web Design, Engineering, Technology, Creative

📌 Technical Support Engineer (Bengaluru)
🏢 Vistance Networks
📍 Bengaluru