Principal Technical Support Engineer

About

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 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.

Responsibilities – How You'll Help Us Connect the World

• Work directly with customers to troubleshoot problems, isolate root causes, and drive cases to closure with a high level of technical accuracy and professionalism.
• Reproduce customer scenarios in the Support Lab when needed to validate findings and deepen understanding of the issue.
• Collaborate closely with Engineering teams to manage escalations, resolve product bugs, and ensure that long‑term corrective actions are identified and implemented.
• Provide consistent updates to sales teams, internal management, and customers throughout each case, maintaining clear communication and transparency at every stage.
• 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.
• Thoroughly document customer interactions, engineering engagements, and action plans to ensure high‑quality case management and knowledge continuity.
• Create and refine knowledge articles, troubleshooting guides, and internal training materials.
• Mentor and coach team members to strengthen overall team capability.
• Participate regularly in customer and internal conference calls for high‑profile cases and escalations, ensuring issues receive appropriate visibility.
• Carry out all responsibilities 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
• Availability Monday through Friday or staggered work weeks (e.g., 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.