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Staff Technical Support Engineer
hace 2 meses
We are seeking a highly skilled and experienced Technical Support Engineer to join our Customer Experience Center team at CommScope. As a key member of our technical support team, you will be responsible for providing exceptional technical support to our premium enterprise wireless customers.
Key Responsibilities- Provide technical support to customers via phone, email, and remote access, resolving complex network issues and ensuring high levels of customer satisfaction.
- Collaborate with cross-functional teams, including engineering and sales, to resolve customer issues and improve overall customer experience.
- Develop and maintain in-depth knowledge of wireless networking technologies, including 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS, and other related protocols.
- Participate in on-call rotations, providing 24/7 support to customers and ensuring timely issue resolution.
- Contribute to the development of knowledge articles, guides, and internal training materials to enhance team knowledge and skills.
- Bachelor's degree or diploma in a computer-related field, such as computer science, engineering, or telecommunications.
- 6+ years of experience in the networking space, with a strong focus on wireless networking technologies.
- 3+ years of experience in a technical assistance center (TAC) environment, providing technical support to customers and resolving complex network issues.
- Excellent communication and customer service skills, with the ability to work effectively with customers, field teams, and management.
- Fluency in both English and German languages, with the ability to communicate complex technical information to customers and stakeholders.
- Relevant industry accreditations/certifications, such as CWNA, CWAP, CCIE, CCNP, JNCP, etc.
- Working knowledge of Salesforce and JIRA, with experience in using these tools to manage customer interactions and resolve issues.
- Experience working in a support lab environment for problem replication and troubleshooting.
- Excellent understanding of RF transmission and antenna behavior, with the ability to analyze and troubleshoot complex network issues.
As a Technical Support Engineer at CommScope, you will have the opportunity to work with a dynamic team of technical experts, develop your skills and knowledge in wireless networking technologies, and contribute to the delivery of exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
