CommScope

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

Job Opening: Senior Technical Support Engineer

Costa Rica

Technology is reshaping the way we live! Learn and thrive. In this "always-on" world, we believe it is meaningful to have a genuine connection with the work you do. The epicenter of this transformation is powered by the world's most sophisticated networks - the connectivity we build. Our experienced employees are rethinking the purpose, role and use of our networks across the globe; to increase bandwidth, expand capacity, improve efficiency, speed deployment and simplify migration.

RUCKUS Networks, a division of CommScope is looking for a Senior Technical Support Engineer based in Costa Rica.

How You’ll Help us Connect the World

The Senior Technical Support Engineer (TSE) will be responsible for providing the first level of Technical Support for various technologies in CommScope/Ruckus Wired products to our Enterprise customers.

Duties & 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 the 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 customers in resolving issues while consistently providing a great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day-to-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 Escalation Team
• Manage customer expectations and make sure customers are receiving the highest quality of service
• Document customer issues for future reference and build the knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Strict adherence to Service Level Agreement KPIs
• Understand the SLAs and work/align style of working towards meeting them

Required Qualifications for Consideration:

• Bachelors or associate degree in a computer-related field.
• Proficient in English language (written and spoken).
• Minimum of 3 years of customer support experience in data center networks, Enterprise core networks, Technical Assistant Centers or related environments.
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
• Thorough knowledge of OSI layers, TCP/IP, DHCP, DNS protocols, and Layer 2 technologies (Ethernet, 802.1q/p VLAN, ARP, STP, RSTP, MSTP, LACP)
• Good understanding of Layer 3 technologies (ICMP, TCP, GRE, QoS, VRRP), IP routing protocols (BGP, OSPF), 802.1X, Radius, TACACS+, SNMP, Multicast protocols (IGMP, IGMP-snooping), Firewalls & IPv6
• 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
• Hands-on experience with protocol analyzer tools such as Wireshark, Ethereal
• High initiative for self learning

GENERAL COMPETENCIES

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, and demeanor and be highly motivated and self-directed

Encourages and accepts feedback

You Will Excite us if you Have

• Advanced Datacenter technologies- MCT, VxLAN, EVPN
• Working Knowledge of Salesforce and JIRA.
• Experience working with Linux, Bash, Python scripting
• Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
• Relevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCISENT/DC

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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