Prncpl Technical Support Engr
ARRIS International, plc.
Mexico City, Mexico City, Mexico
hace 3 días


Ruckus Networks, an ARRIS company, we are constantly redefining connectivity to create a smarter, simpler, more connected world.

We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-

bandwidth applications and services. Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.

Our canine mascot symbolizes our business built on deep relationships with our partners and an obsessive dedication to our end-

customers. Dogs are fiercely loyal and known to go to extremes for the benefit of the pack. We win when our customers win, and that drives everything we do.

Ruckus Enterprise Networks, an ARRIS company, is a global innovator in Wireless and Edge Switch networking technology. Customer Support team is committed in delivering world class customer experience to our customers.

We are looking for a highly experienced Principal Technical Support Engineer who can perform the duty with minimal supervision and possesses strong Wifi & L2 / L3 Switch networking troubleshooting knowledge and skills. Responsibilities :

  • Responsible for promptly troubleshooting, isolating a root cause and providing a resolution to customers critical technical issues and providing RCA as required
  • Required to interact with 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
  • Write Knowledgebase (KB) on the complex problem resolutions to be shared with the customers and other TSEs
  • Must have flexibility in work hours to work on customer issues and travel to customer sites if required
  • Qualification :

  • Bachelor’s degree in Computer Science or another technical field
  • 7 year work experience in the networking field
  • Expert level in wireless 802.11 protocols, WLAN security, SSL certificate, LAN / WAN TCP / IP, https networking, RADIUS and LDAP client authentication - preferred CWNA
  • Extensive experience in troubleshooting Layer 2 / Layer 3 Switch (Port, LAG, VLAN, Stack trunk links and Spanning tree configuration) - preferred CCNA
  • Hands on experience in scripting in Linux
  • System experience in Windows & Linux server platform, Virtual platform (VM, KVM), Azure, AWS & GCE Cloud platform
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