Staff Technical Support Engineer
Spain, Remote
€43,600.00 - €65,000.00
Job Description
In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
Our Staff Technical Support Engineer works in a high visibility and fast-paced environment supporting premium enterprise customers of our Ruckus Wireless products. This important role responds to escalated cases and works on complex problems where analysis of situations requires in-depth troubleshooting. With your problem solving skills you'll assist customers resolve issues while consistently providing a great customer experience!
We're looking for someone to join our TAC team who:
· Is customer focused, results driven, proactive, hardworking, and a team-player
· Has excellent problem solving and decision-making skills
· Communicates clearly and effectively with clients and peers
How You'll Help Us Connect the World
· Be the first point of escalated contact for the customer and/or Technical Assistance Center (TAC) Technical Support Engineers. Manage customer expectation and ensure customer is receiving the highest quality of service.
· Provide a timely handoff of critical issues in cases that require technical investigation by the LTE Team
· Work closely with System Engineering teams internally on larger networks and more complex issues. 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, ensuring proper case documentation and closure
· Generate clear and concise documentation in the form of case notes, technical tips and white papers Document customer issues for future reference and build knowledge base of the solutions given to the customer
· Suggest improvements on product quality or features and be proactive in product development
· Participate in forums and Tektalk exchanges
Required Qualifications for Consideration
· B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
· 6+ years of customer support experience in IP networks, WiFi or related.
· Wireless networking experience is mandatory.
· Experience working in a TAC as level 2 engineer
· CWNA or CCNA Certification
You Will Excite Us If You Have
· CWNP or equivalent
Why us
Our Company is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables ground-breaking discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
Ruckus Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com
If you want to grow your career alongside forward-thinking, hard-working, and caring people who strive to create what's next…..come connect to your future at our companyip.
Our Company is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.