The Ruckus Networks Staff Technical Support Engineer will be a part of the APAC region BullDog Advanced Technical Support team and will provide technical support to our Global Major Account Customers, either via our Partners or direct to the end customer.
Responsible for promptly troubleshooting, isolating a root cause and providing a resolution to customers critical technical issues and providing Root Cause Analysis as required.
Required to interact with our customers 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 wireless / wired issues impacting their user experiences.
Work closely with cross functional Support teams on debugging Tools and improving process efficiency.Contribute to the success of the team through mentoring, knowledge sharing and creation of Intellectual Property that helps scale the support processes and improve quality of customer interactionWrite Knowledgebase (KB) articles on resolutions to be shared with the customers and other TSEs.
Participation in our customer-facing technical online forums - responding to technical queries from our customer base.The position is home office based (or in our local offices if available) and the right candidate must have the flexibility in working hours required to work in a fast-paced support organization