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 explicit 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 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
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, Age

📌 Technical Support Engineer (Bengaluru)
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