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Senior Staff Technical Support Engineering

June 2, 2026

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.<div> </div> <div> We are excited to announce that we are hiring a Principal Technical Support Engineer in 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. How You'll Help Us Connect the World: You work directly with customers to troubleshoot problems, isolate root causes, and drive cases to closure with a high level of technical accuracy and professionalism. When needed, you reproduce customer scenarios in the Support Lab to validate findings and deepen understanding of the issue. You collaborate closely with Engineering teams to manage escalations, resolve product bugs, and ensure that long-term corrective actions are identified and implemented. Throughout each case, you provide consistent updates to sales teams, internal management, and customers, maintaining clear communication and transparency at every stage. Given the nature of the role, you are expected to 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. You thoroughly document customer interactions, engineering engagements, and action plans to ensure high-quality case management and knowledge continuity. Beyond case handling, you contribute to the organization by creating and refining knowledge articles, troubleshooting guides, and internal training materials. You provide mentoring and coaching to team members to help strengthen overall team capability. You also participate regularly in customer and internal conference calls for high-profile cases and escalations, ensuring issues receive appropriate visibility. All responsibilities are carried out with strict adherence to Service Level Agreement KPIs. Required Qualifications for Consideration: <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif">8+ years of experience working in the networking space</li> <li style="font-family:arial, helvetica, sans-serif">5+ years of experience working in a TAC</li> <li style="font-family:arial, helvetica, sans-serif">Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS</li> <li style="font-family:arial, helvetica, sans-serif">Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS</li> <li style="font-family:arial, helvetica, sans-serif">Expertise of wireless deployments – AP’s, Controllers, Client associations, etc</li> <li style="font-family:arial, helvetica, sans-serif">Excellent understanding of RF transmission and antenna behavior</li> <li style="font-family:arial, helvetica, sans-serif">Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments</li> <li style="font-family:arial, helvetica, sans-serif">High level of English.</li> <li style="font-family:arial, helvetica, sans-serif">Available Monday through Friday or ‘staggered work week’s, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.</li> </ul> What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting <a href="https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US">https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US</a> </div> <div> </div> <div> <div> </div> </div>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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...