Principal Technical Support Engineer

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.

Our Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks. We offer dedicated engineering and Customer Service and Support (CSS) resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers, and more! CSS is a globally distributed team functioning with a unified operations model. We are excited to be modernising our business with a clear focus on the Customer Experience.

Tasks

We re now hiring a Principal Technical Support Engineer in our Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for our premium enterprise wireless customers, providing the very highest levels of service and issue resolution. This role is a Virtual role and can be based anywhere in the United Kingdom.

We need critical and creative problem-solvers like you who are stimulated by variety, adapt to change, and come up with creative solutions. If your wireless technical expertise is second to none are you are passionate about working directly key accounts, using outstanding communication and customer management skills we want to hear from you!

How You'll Help Us Connect The World

You ll take ownership of network issues reported by your assigned accounts in to quickly restore service and provide problem resolution maintaining excellent communication and engagement with your customer, field teams and management throughout.

Another vital aspect of the role is reproducing customer reported issues in a lab environment and working with engineering on new and existing defects, plus proactively engaging with customers to support upcoming changes.

As Principal Technical Support Engineer you will share your expertise by developing knowledge articles, guides and internal training, and coaching and mentoring within the team

Requirements

• Bachelor s degree or diploma in a computer-related field
• 8+ years of experience in the networking space, with excellent technical knowledge of wireless networking
• 5+ years work history in an enterprise Technical Assistance Centre (TAC) environment.
• 10+ years experience providing technical support to direct customers, resellers, and field teams in resolving in-company product-related issues. Fixing and resolving complex Layer 2/3 issues in multi-vendor environments.
• 5+ years experience fixing STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, AAA.
• You may be requested to work a staggered work week , i.e. Sunday through Thursday or Tuesday through Saturday, and must have flexibility in work hours to work on customer issues
• Must be available for inclusion in rotating on-call roster, typically around 1 weekend every 6 months

Benefits

• Medical insurance.
• Life insurance.
• Telework.
• Retirement.