[Hiring] Senior Staff Technical Support Engineer @Belden Inc

Role Description

We are excited to announce that we are hiring a Senior Technical Support Engineer working remotely from Brazil 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:

• 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 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, 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.
• 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.
• Provide mentoring and coaching to team members to help 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.

Qualifications

• 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 in 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 weeks, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.

Company Description

Join a global community shaping the future of intelligent connectivity. At Belden, you’ll help push the boundaries of technology and write the next chapter of innovation, creating possibilities for your career, your future, and the world around you.