Customer Focused Technical Support Engineer

Juniper Networks Sunnyvale , CA 94085

Posted 2 months ago

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.

Most if not all of Juniper's premier customers purchase Advanced Service contracts because they recognize the value of Customer Focused Technical Support (CFTS), typically on a 7x24 basis. In short our most expert customers can't do what they do without a designated team of senior engineers. These engineers possess in-depth product knowledge (switching, routing and/or security) and highly focused troubleshooting skills relevant to our premier customer's particular network.

These customers typically test the traditional bounds of what can be done and as such, they increasingly rely on Juniper experts from CFTS to effectively resolve their problems and provide extensive and reliable feedback on root cause and future prevention techniques.

This is where you will be able to apply your 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.

Become part of a team that is well known for their technical expertise and ability to resolve customer problems in a highly effective and rewarding fashion. Customers expect and receive a "white glove" treatment and which is exemplified in the level of customer success seen in those customers supported by CFTS.

Responsibilities:

  • Become the technical lead and handle high priority issues for small subset of top Juniper Networks customers on specific Juniper Networks products(s) (MX/PTX-Series routers, and EX/QFX-Series of Ethernet Switches)

  • Build productive and collaborative trust-based relationships with the assigned accounts

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

  • Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.

  • Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability

  • Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations

  • Participate in customer conference calls and/or face to face customer meetings to discuss technical issues

  • Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve

  • Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use

  • Sound documentation of technical support issues using the available tools is an essential element of the role

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

Person Specification:

  • Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )

  • 3-6 years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks

  • 3-6 years supporting customers on site and via phone. Must be able to support complex and high profile customer base.

  • Strong communication skills, including influencing and collaboration skills, are a must.

  • Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)

  • Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)

  • Working experience with traffic generators and network protocols analysis tools

  • Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Python, Slax, Perl)

  • Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay

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

  • Strong customer management and customer service skills.

  • Excellent presentation skills.

  • In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)

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