Customer Focused Technical Support Eng - Switching

Juniper Networks Westford , MA 01886

Posted 5 months ago

About the Position:

Do you ever use your smart phone, or cable TV, or WiFi, or NetFlix account, and wonder how the giants of telecom Comcast, Verizon, AT&T, Amazon, Google and more possibly sustain the high-speed networks that power our daily lives? Think you've got what it takes to keep up with their demands or even better get ahead of their next challenge? Be a true partner? If so read on.

The Technical Support Engineer reports into the Customer Service & Support (CSS) division of Juniper Networks, specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to Juniper's top-tier customers worldwide customers who test the traditional bounds of what can be done. Those premier customers increasingly rely on Juniper experts like the Tech Support Engineer -- often through Premium Service Contracts that include Focused Technical Support (FTS), typically on a 7x24 basis. In short our most expert customers can't do what they do without a designated team of senior engineers. And that's you -- with in-depth product knowledge (switching, routing and/or security) and highly focused troubleshooting skills relevant to a customer's particular network.

To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in either routing, switching or security (firewalls). Your ability to troubleshoot network issues; diagnose critical and complex network issues; and learn your customer's infrastructure and technologies; are what bring you applause, success and thanks in the Support organization.

In this position, your primary role is one of "break/fix", where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems. As one tool, you replicate customers' problems in Juniper's state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.

It's a little like air traffic control even an average day requires close attention to detail, and exceptional days bring something new to learn and experience. (Conversely, if you prefer the predictability of banging out 'X' lines of code in your cubicle every day Juniper has those jobs too. But this is not one of them.)

Responsibilities:

  • Become the focal technical support contact and handle high priority issues for a limited number of customers with Advanced Service contracts, on specific Juniper products

  • Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customer's satisfaction, by using a systematic problem solving approach

  • Work closely with other CSS teams to ensure knowledge sharing of the customer's networks, issues and solutions.

  • Keep CSS management informed of all sensitive issues.

  • Work with various technical teams within Juniper regarding new products and feature improvements for reliability, availability, and serviceability

  • Work closely with Service Managers to help them gain a good understanding of the technical issues and their resolution

  • Escalate cases and develop relationships with engineering to resolve issues in a timely and effective manner

  • Participate in conference calls, internally as well as with the customer, to discuss technical escalations

  • Develop and maintain skills in core products and technologies, and highlight any need for training as the customer's network evolves

  • Provide sound documentation of technical support issues using the available tools, like case management systems and defect reporting tools

  • Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction

Minimum Qualifications:

  • The candidate will have achieved a level of higher education (Bachelor or Master degree in electrical engineering, computer science or equivalent)

  • 4 or more years of working experience in a network support role, 2-3 of these years of which would be spent supporting large IP networks

  • Solid working experience with routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking, STP,RSTP,VSTP), Data Center technologies (VxLAN, EVPN), CoS

  • Working experience with traffic generators and network protocols analysis tools

  • Strong problem solving skills, applicable to large and complex network scenarios

  • Strong customer management and customer service skills

  • Excellent communication and presentation skills

  • Language skills: English (fluent verbal and written)

  • Diplomacy and good customer facing skills to understand effectively address sensitive customer situations

Preferred Qualifications:

  • Experience in Juniper Products like EX, QFX, QFabric is desirable

  • JNCIE certified personnel would have a distinct advantage

  • Working knowledge of Data Center technologies

  • Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Python, Tcl, Perl, Ansible, Puppet)

  • Concepts and/or working experience with Anti-virus, Network Management applications

Other Information:

  • This is an office environment, with all the amenities two cafes, a gym, quiet streets to take a walk at lunch, an amazing Dome where we can hold town hall style meetings for up to 1500 employees. Yes we have games like foosball on every floor but no, it is not a wacky, start-up environment. We hire grown-up professionals and give them great benefits, not free frozen yogurt.

  • Juniper has a set of values we call 'Juniper Way' and we take them seriously. It gives us a culture where individuals have a voice and the average employee is sharp but easy to deal with. We don't encourage politics or success at the expense of your fellow employee.

  • Our CEO, Rami Rahim, is a Valley star who has been with Juniper almost since Day One nearly 20 years. He got where he is through talent and humility; a good model.

  • If you've read this far you know you want to be a part of something like Juniper Networks. Apply now!

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Engineer 2

Juniper Networks

Posted 1 week ago

VIEW JOBS 10/12/2019 12:00:00 AM 2020-01-10T00:00 About the Position: The JTAC Technical Support Engineer will support Security & Routing products, working directly with our customers and partners. Work with highly knowledgeable group of customers and as escalation point for other TAC groups within the organization. Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab. Provide technical expertise and guidance during testing, deployment and operational phases of networks. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department. Develop technical specialties and prepare technology white papers on these areas. Participate in cross functional tasks such as Knowledge base article management and other documentation activities. Help improve processes and tools. Responsibilities: * Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web. * Ability to escalate the case at the right time * Perform review of cases and provide quality feedback * Provide on-site support for customers when needed. * Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website. * Ability to travel (both domestic and abroad) is probable (although this would be a small percentage of time). * Ability to work on a weekend (either being staffed or through oncall methods) Minimum Qualifications: * BS/MS in engineering or computer science along with 1-2 years supporting enterprise IP networks * JNCIS, JNCIE CCIE is a plus * Strong TCP/IP knowledge. Strong understanding of Routing and routing-protocol experience required, with strong transferable skills in other networking disciplines. * Routing Protocol Knowledge (OSPF, BGP, RIP) skills required. Experience with IS-IS, MPLS, Multicast and various WAN protocols, and knowledge of C and scripting are pluses. * Working knowledge in both Unix/Linux and Windows * The ideal candidate will be able to analyze sniffer traces and be able to resolve various routing issues. * Strong Understanding of High Availability concepts (HSRP, VRRP) * Knowledge of Security Technologies (Firewall and VPN) * Working Knowledge of Load Balancing concepts * Excellent Communications and Interpersonal Skills required, with a passion for the Internet, its growth, and related new technologies. * Ability to learn and integrate new technologies in a fast-paced environment. Other Information: * Relocation is not available for this position * Travel requirements for the position 5-15% Juniper Networks Westford MA

Customer Focused Technical Support Eng - Switching

Juniper Networks