Senior Staff Technical Support Engineering
In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. We are excited to announce that we are hiring a Principal Technical Support Engineer in working from Brazil remotely to join our team and provide high‑level technical expertise to our Ruckus Premium (BullDog) customers. Your primary responsibility is to serve as a key technical resource, delivering expert assistance and ensuring prompt resolution of complex customer issues. How You'll Help Us Connect the World: You work directly with customers to troubleshoot problems, isolate root causes, and drive cases to closure with a high level of technical accuracy and professionalism. When needed, you reproduce customer scenarios in the Support Lab to validate findings and deepen understanding of the issue. You collaborate closely with Engineering teams to manage escalations, resolve product bugs, and ensure that long-term corrective actions are identified and implemented. Throughout each case, you provide consistent updates to sales teams, internal management, and customers, maintaining clear communication and transparency at every stage. Given the nature of the role, you are expected to support a staggered work week when required (such as Sunday through Thursday or Tuesday through Saturday) and participate in a rotating on-call schedule. Flexibility in work hours is essential to accommodate urgent customer needs. You thoroughly document customer interactions, engineering engagements, and action plans to ensure high-quality case management and knowledge continuity. Beyond case handling, you contribute to the organization by creating and refining knowledge articles, troubleshooting guides, and internal training materials. You provide mentoring and coaching to team members to help strengthen overall team capability. You also participate regularly in customer and internal conference calls for high-profile cases and escalations, ensuring issues receive appropriate visibility. All responsibilities are carried out with strict adherence to Service Level Agreement KPIs. Required Qualifications for Consideration: 8+ years of experience working in the networking space 5+ years of experience working in a TAC Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS Expertise of wireless deployments – AP’s, Controllers, Client associations, etc Excellent understanding of RF transmission and antenna behavior Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments High level of English. Available Monday through Friday or ‘staggered work week’s, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required. What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US Why Join Us? Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value. RUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. Our solutions combine AI-powered automation, proactive network assurance, and context-aware security, providing exceptional performance with simplified management. If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks. Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. Apply To This Job