Principal Technical Support Engineer

pRuckus Networks builds and delivers purposedriven networks that perform in the demanding environments of the industries we serve Together with our network of trusted gotomarket partners we empower our customers to deliver exceptional experiences to the guests students residents citizens and employees who count on themppOur Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks We offer dedicated engineering and Customer Service and Support (CSS) resources to our customers across a spectrum of verticals including hospitality education smart cities government venues service providers and more! CSS is a globally distributed team functioning with a unified operations model We are excited to be modernising our business with a clear focus on the Customer ExperiencephTaskshpWere now hiring a Principal Technical Support Engineer in our Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for our 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 KingdomppWe need critical and creative problemsolvers 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 are you are passionate about working directly key accounts using outstanding communication and customer management skills we want to hear from you!ppHow Youll Help Us Connect The WorldppYoull take ownership of network issues reported by your assigned accounts in to quickly restore service and provide problem resolution maintaining excellent communication and engagement with your customer field teams and management throughoutppAnother 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 changesppAs Principal Technical Support Engineer you will share your expertise by developing knowledge articles guides and internal training and coaching and mentoring within the teamphRequirementshulliBachelors degree or diploma in a computerrelated fieldlili years of experience in the networking space with excellent technical knowledge of wireless networkinglili years work history in an enterprise Technical Assistance Centre (TAC) environmentlili years experience providing technical support to direct customers resellers and field teams in resolving incompany productrelated issues Fixing and resolving complex Layer issues in multivendor environmentslili years experience fixing STP ACLs VLANs Multicast VRRP RIP OSPF BGP IGMP Stacking MCT IPv VoIP SNMP Port Security Radius AAAliliYou may be requested to work a staggered work week ie Sunday through Thursday or Tuesday through Saturday and must have flexibility in work hours to work on customer issuesliliMust be available for inclusion in rotating oncall roster typically around weekend every monthsliulhBenefitshulliMedical insuranceliliLife insuranceliliTeleworkliliRetirementliul