In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. The Company – CommScope  CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.   Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer’s Experience.  Job Title: Manager, Technical Support Engineering Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus  Manager, Technical Support Engineering leads a team of technical engineers to ensure that we meet our customer’s needs in accordance to the Ruckus standards of performance.   We are seeking a hands-on technical support manager who can look after our engineers based in various regions.  The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions.  Key Responsibilities:  Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift – managing critical cases, customer escalations, meeting SLA’s, scheduled activities, time-zone handoff’s, case assignment  Manage a team of engineers including all TAC functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base  Maintain Staffing, Attendance & Shift Roster  Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)  Ensure timely and effective escalations. Monitor and Track the same  Ensure team focuses on the Customers Experience  Perform regular case backlog analysis and work with engineers for resolution.  Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior management  Coach, mentor and educate TSEs on need basis on case handling, process adherence and ensure enhanced productivity   Ensure smooth case Transfers between the regions and engineer to engineers and scheduled Call-backs are taken care  Independently take ownership of problems and steer/drive to resolution  Work closely with other TAC managers and engineers, Sales and Engineering teams  Report complex technical issues up to higher management and executives  Identify opportunities for new process and improvement and work with the other TAC managers to operationalise  Represent our team in meetings with both internal and external customers  Suggest areas where team requires improvement on technical and soft skills  Always use good judgement   B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.  Work Experience:    Minimum of 8 years of customer support experience in IP networks, Wi-Fi or related environment.   2+ years of experience in technical managers/leadership role  Previously held technical customer support roles desired  People management experience would be considered favorably.  Ability to create reports using standard business tools  Clear understanding of TAC business metrics  Understanding of networking technologies  Certifications/Accreditations:   CWNA / CCNA / CCIE / etc. is an advantage  Demonstrated leadership in TAC environment.  People Development  Self-starter who is excited about technology  Excellent oral and written communication skills  Detail-oriented and critical thinker  Calm when under difficult circumstances  Strong customer focus - an ability to put yourself in the customer’s shoes  Other Abilities required:     Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English  Ability to work off-shift and weekends as required  Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.  Experience as individual contributor  Worked with enterprise customers   Wireless AP/controller and switching knowledge  Worked within global distributed teams  Monday through Friday and weekend or overnight hours as required.  Limited amount of travel <10% or as required  CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com 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 CommScope. CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com