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 worlds 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 and 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 and 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/interper