Role Purpose: Sr.Staff Technical Support Engineer, working in a fast:paced environment, the Sr.Staff Technical Support Engineer will be responsible for providing mostly for cases that are escalated by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers. ( Key Operational Responsibilities: : Be the first Escalation point of contact for the customer and/or for the TAC TSEs : Should posses the ability to manage critical (p1) cases soon after the training in Ruckus Products : Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases : Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers. : Work closely with SE teams internally on larger networks and more complex issues : Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience : Work on complex problems where analysis of situations requires in:depth fault analysis and troubleshooting skills : Identify and reproduce customer technical problems in a test/lab environment : Work on day: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 LTE Team : Suggest improvements on product quality / features and be proactive in development of product : Manage customer expectation and make sure customer is receiving highest quality of service : Document customer issues for future reference and build knowledge base of the solutions given to the customer : Actively participate in trainings and improve product and process knowledge : New hire training and OJT responsibilities is part of the role : Understand the SLA's and work/align style of working towards meeting them : Participate in forums andTektalkexchanges : KRAs include: stylelist:style:type:disc: : CSAT : Active Backlog : Aged Backlog : Time to Resolve and Time to Close : Escalation : KB Contribution Job Requirements: Education level: : B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience. Work Experience: : Minimum of 6:8 years of customer support experience in IP networks, WiFi or related environment. : Wireless networking experience is mandatory. : Working experience in TAC as an escalation engineer is mandatory. Certifications/Accreditations: : CWNA / CCNA is a mandatory : CWNP (Or equivalent) is an advantage Key competencies: : Customer Focus : Drive for results : Team Player : Coaching and Feedback Technical skills and Knowledge: : Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 and 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc. : CCNA / CWNA : Must or higher knowledge, CWSP would be a Plus : Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n : A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc. : knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies: stylelist:style:type:circle: : Wireless Access Points : Wireless Client Associations : Wireless Controllers : A very good understanding of RF transmiss