Senior Technical Support Engineer

Job Summary

Working remotely from Brazil, the full-time Senior Technical Support Engineer will provide high-level technical expertise to Ruckus Premium customers, troubleshoot complex issues, and collaborate with engineering teams to ensure effective resolution and communication.

Key responsibilities:

• Serve as a key technical resource, delivering expert assistance and ensuring prompt resolution of customer issues
• Collaborate with engineering teams to manage escalations, resolve product bugs, and implement long-term corrective actions
• Create and refine knowledge articles, troubleshooting guides, and internal training materials while mentoring team members

Required qualifications:

• 8+ years of experience in the networking space
• 5+ years of experience in a Technical Assistance Center (TAC)
• Excellent understanding of TCP/IP, L3 routing, L2 switching, multicast, firewalls, and QoS
• Solid troubleshooting skills with wireless technologies, including 802.11x, WLAN authentication, and encryption
• High level of English proficiency and availability for staggered work weeks and on-call duties as needed