Principal Technical Support Engineer

• Benefits: Medical & life insurance, and retirement
• Work from home: Yes
• Positions Available: 1

Our client builds and delivers purpose-driven networks that perform in the demanding environments of the industries they serve. Together with their network of trusted go-to-market partners, they empower their customers to deliver exceptional experiences to the guests, students, residents, citizens, and employees who count on them.

Their Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks. They offer dedicated engineering and Customer Service and Support (CSS) resources to their customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers, and more! They are a globally distributed team functioning with a unified operations model. They are excited to be modernising their business with a clear focus on the Customer Experience.

They’re now hiring a Principal Technical Support Engineer in their Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for their premium enterprise wireless customers, providing the very highest levels of service and issue resolution. This role is a Virtual role and can be based anywhere in the United Kingdom.

They need critical and creative problem-solvers like you —who are stimulated by variety, adapt to change, and come up with creative solutions. If your wireless technical expertise is second to none, you are passionate about working directly with key accounts, using outstanding communication and customer management skills – they want to hear from you!

How You'll Help Them Connect The World

You’ll take ownership of network issues reported by your assigned accounts to quickly restore service and provide problem resolution – maintaining excellent communication and engagement with your customer, field teams and management throughout.

Another vital aspect of the role is reproducing customer-reported issues in a lab environment and working with engineering on new and existing defects, plus proactively engaging with customers to support upcoming changes.

As Principal Technical Support Engineer you will share your expertise by developing knowledge articles, guides and internal training, and coaching and mentoring within the team.

Required Qualifications for Consideration

• Bachelor’s degree or diploma in a computer-related field
• 8+ years of experience in the networking space, with excellent technical knowledge of wireless networking
• 5+ years of work history in an enterprise Technical Assistance Centre (TAC) environment.
• 10+ years’ experience providing technical support to direct customers, resellers, and field teams in resolving in-company product-related issues. Fixing and resolving complex Layer 2/3 issues in multi-vendor environments.
• 5+ years’ experience fixing STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, AAA.
• You may be requested to work a ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday, and must have flexibility in work hours to work on customer issues
• Must be available for inclusion in rotating on-call roster, typically around 1 weekend every 6 months

You Will Excite Them If You Have

• Excellent written and verbal communication skills, including experience delivering formal presentations to customers, partners, accounts and support teams
• Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS, wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
• Expertise in wireless deployments – APs, Controllers, Client associations, etc
• Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc
• Working knowledge of Salesforce and JIRA.
• Excellent understanding of RF transmission and antenna behaviour
• Ability to provide technical guidance to other members of the team
• Experience working in a support lab environment for problem replication
• Experience documenting the sequence of events related to resolving customer technical issues
• Proficient in analysing data traces from protocol analysers such as Wireshark
• Experience with traffic generators such as Spirent and IXIA.

Must-Haves

• 5+ years work history in an enterprise Technical Assistance Centre (TAC) environment
• 8+ years of experience in the networking space, with excellent technical knowledge of wireless networking
• Industry certifications or accreditations such as CWNP

Nice-To-Haves

• Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc.
• Previous experience with Ruckus Networking products

Their dynamic work environment attracts forward-thinking, hardworking, and caring people who strive to build what’s next. They provide their employees with opportunities where they can innovate and build while growing and developing their careers. They grow with change and know the value diversity plays in bringing forth new insights and generating better solutions.

Here, you will find a collaborative culture that encourages authenticity and champions inclusiveness. Come connect to your future!

The company 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.