Network Support Engineer – TX or MA

Do you ever use your smartphone, 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 Global Service & Support (GSS) 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. 

In order to do this, Juniper’s premier customers increasingly rely on experts like the Tech Support Engineer. By purchasing advanced service contracts our customers gain access to dedicated teams of highly competent, technically astute, and network-aware senior engineers in an organization know as Customer Focused Technical Support (CFTS).

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 product problems; 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 an important part of your tool set, you can replicate customers’ problems in Juniper’s state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.

Locations: Remote Role – Home Office,TX or Westford, MA

Responsibilities:

• Become the focal technical support contact and handle high priority issues for a limited number of customers who hold 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 GSS teams to ensure knowledge sharing of the customer’s networks, issues, and solutions.
• Keep GSS 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)
• 3-6 years of working experience in a network support role, 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)
• Working experience with traffic generators and network protocol analysis tools
• 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 communication and presentation skills
• Language skills: English (fluent – verbal and written)
• Diplomacy and good customer-facing skills to understand and effectively address sensitive customer situations

Preferred Qualifications:

• Candidates with experience in Juniper Products like MX, PTX, QFX, EX, SRX will be given preference
• JNCIE certified personnel would have a distinct advantage
• Working experience with: Linux, FreeBSD, Scripting languages (Tcl, Perl, Ansible, Puppet)

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world’s largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision – Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it’s downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking – where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life’s work. At Juniper we believe this is more than a job – it’s an opportunity to help change the world…