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Technical Support Manager

Job Location

Singapore

Job Reference Code

pending

Duties and Responsibilities:

The Technical Support Manager (TSM) will be responsible for providing 3rd level technical support for various technologies in Ruckus Wireless products to partners, service providers, and carriers as well as managing day-to-day aspects of the Asian technical support operations. This position is based in Singapore.

The TSM will:

  • Provide technical support to partners, service providers, and carriers for various technologies on Ruckus Wireless products, and solutions for the APAC region;
  • Formulate technical action plans for analyzing and resolving end-to-end solutions;
  • Generate clear and concise documentation in the form of case notes, technical tips and white papers;
  • Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills;
  • Simulate technical problems in the lab;
  • Share his/her knowledge with other people in writing technical documents and enlarge the knowledge database;
  • Provide internal and/or external technical presentations (cross-training);
  • Escalate some specific problems to development engineering for product enhancement;
  • Work closely with his/her colleagues, SQA engineers, and development engineers to enhance greater product supportability;
  • Strive to technical excellence and expertise;
  • Provide managerial guidance to TSE(s) in APAC

Qualifications:

  • Bachelors degree (e.g. Computer Science, Electrical Engineer, etc.), Masters degree preferred
  • 5-6 years experience designing, deploying, configuring, supporting, troubleshooting, debugging and administering Wireless and LAN products.
  • Solid knowledge of networking technologies, including switching and routing, TCP/IP protocols, tunneling, network security, and related authentication and encryption technologies.
  • Advanced knowledge of Wi-Fi technologies including 802.11a/b/g/n, 802.1x, 802.11i, and WISPr
  • Demonstrated leadership skills required to manage initiatives across multiple teams while working under pressure.
  • The following Certifications would be a plus: CWNA, CWSP, CWNE