Principal Technical Support Engineer

Location: Virtual, Other, Brazil

Job Overview

We are hiring a Principal Technical Support Engineer to work remotely in Brazil, serving as a key technical resource for Ruckus Premium customers, providing high‑level technical support and ensuring prompt resolution of complex issues.

Responsibilities

• 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.
• Suppo...