Principal Technical Support Engineer

Req ID: 77060

Location:

Bogota, BOGOTA, Colombia

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

CommScope is looking to add Principal Technical Support Engineer

CommScope’s Network, Indoor Cellular & security solutions, which focuses on enabling wireless and wired connectivity across sophisticated and multifaceted networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, hard-working cities, government, venues, service providers and more.

The Team

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.

How You'll Help Us Connect the World

RUCKUS Networks, a CommScope company, is a global innovator in Wireless and Switch networking technology. Customer Support team is committed in delivering outstanding customer experience to our customers. We are looking for a highly authoritative Principal Technical Support Engineer who can perform the duty with minimal direction and possesses strong wireless with knowledge of L2/L3 Switch networking and system troubleshooting skills. A candidate must have strong interpersonal skills, experience in interacting and building rapport with customers management and technical team.

Key Responsibilities:

• Responsible for promptly troubleshooting, isolating a root cause and providing a resolution to customers critical technical issues.

• Required to get along with customers and internal engineering team in collecting the logs and network data (packets) and analyzing the data in isolating network issues.

• Replicate customer technical environment in the Support lab to recreate customer issues.

• Work closely with engineering in debugging the logs and collect data in isolating SW/HW defects and follow through on delivering a fix to customers in critical situations.

• If required, provide in-person, on-site support to customers who are experiencing major issues impacting their user experiences.

• Work closely with multi-functional teams (SEs, Engineering and PLM) on debugging Tools and improving process efficiency.

• Develop and publish Knowledgebase (KB) on the sophisticated problem resolutions to be shared with the customers and internal Technical Support Engineers

• Some travel may require to customer sites.

Required Qualifications for Consideration

• Bachelor’s degree in Electrical Engineering or Computer Science or relevant experience in technical field

• 7 + year work experience in wireless networking

• Expert level in wireless 802.11 protocols, WAP (Wireless Access Point) & WLC (Wireless LAN Controller), WLAN security, SSL certificate, TCP/IP, RADIUS, LDAP and packet capture analysis

• System experience in Windows & Linux server platform, VM platform (VMware & KVM) and Azure, AWS & GCE Cloud platform

• Bilingual

You Will Excite Us If You Have

• Experience in troubleshooting Layer 2/Layer 3 Switch is plus.

• Hands on experience in scripting in Linux is plus.

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/2022-—How-We-Hire/?locale=en_US

Why CommScope:

CommScope 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 game-changing 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.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo

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