Ruckus Senior Staff Tech Support Engineer (Networking)

TL;DR

Ruckus Senior Staff Tech Support Engineer (Networking): Providing high-level technical expertise and troubleshooting for Premium customers with an accent on complex connectivity challenges and wireless deployments. Focus on isolating root causes for Layer 2/3 and RF issues, collaborating with Engineering to resolve product bugs, and mentoring team members.

Location: Remote (Must be based in Brazil)

Company

hirify.global connects people, information, and ideas to solve the world’s most complex connectivity challenges, turning curiosity into meaningful impact.

What you will do

• Troubleshoot complex customer problems, isolate root causes, and drive cases to closure with high technical accuracy.
• Reproduce customer scenarios in the Support Lab to validate findings and deepen understanding of issues.
• Collaborate closely with Engineering teams to manage escalations and resolve product bugs.
• Maintain clear communication and transparency by providing consistent updates to sales teams, management, and customers.
• Create and refine knowledge articles, troubleshooting guides, and internal training materials.
• Provide mentoring and coaching to team members to strengthen overall team capability.

Requirements

• 8+ years of experience in the networking space and 5+ years in a TAC.
• Applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, and QOS.
• Strong troubleshooting skills with wireless technologies: 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, and DNS.
• Expertise in wireless deployments including APs, Controllers, and RF transmission/antenna behavior.
• English: High level of proficiency required.
• Availability for staggered work weeks (e.g., Sunday-Thursday or Tuesday-Saturday) and rotating on-call schedules.

Culture & Benefits

• Opportunity to work with global teams and gain diverse perspectives.
• Environment that empowers employees to shape the future of digitization and innovation.
• Collaborative culture focused on solving complex connectivity challenges.