Michael Swift

Experienced Principal Support Engineer with extensive expertise in wireless networking, cloud platforms, and enterprise support. Adept at troubleshooting complex hardware and software issues across large-scale deployments, serving as a trusted escalation point, and ensuring customer success in mission-critical environments. Skilled in bridging customer feedback with product engineering, creating technical documentation, and proactively driving product and process improvements. Strong hands-on experience with wireless LAN, network management systems, site surveys, and enterprise networking protocols.

Professional Experience

Principal Support Engineer – VergeSense, San Francisco, CA

2022 – 2025

• Provide subject matter expertise on hardware, cloud software, APIs, wireless gateways, and network topology.
• Proactively monitor device fleet health and initiate troubleshooting with customers.
• Serve as the escalation point for complex technical cases.
• Author Knowledge Base content and provide on-site technical support.
• Collaborate with Engineering to resolve hardware/software bugs.
• Identify product trends and share insights with internal teams to drive improvements.

Principal Support Engineer – Ruckus Wireless / CommScope, Sunnyvale, CA

2012 – 2022

• Delivered advanced support for enterprise clients including AT&T, TWC, and ViaSat.
• Troubleshot and restored complex IP/wireless configurations to minimize downtime.
• Acted as product advocate and educator for customers and internal stakeholders.
• Reproduced customer bugs in lab environments and worked with Engineering on fixes.
• Developed knowledge base content (KCS 5.0) and tools to streamline support.
• Provided on-site technical support for escalated, high-impact issues.

South Eastern Massachusetts University – Accounting