Do you ever use your smart phone, or cable TV, or WiFi, or NetFlix account and wonder how the giants in communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra , SingTel and more – possibly sustain the high-speed networks that power our daily lives? Think you’ve got what it takes to work on these networks and 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 Services(GS) 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 Technical Support Engineer by purchasing advanced service contracts in order to gain access to dedicated teams of highly competent, technically astute and network aware senior engineers in an organization known 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 anyone of routing, switching or Datacenter domains. 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 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.
Key Responsibilities :
Become the dedicated focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks Routing products ( M-Series, T-Series, MX-Series, PTX-Series , ACX-Series, QFX, EX and virtual products like vMX)
Gain in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
Take ownership of high priority or sensitive customer issues, Isolate Juniper product issues at network/hardware/software level, ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem-solving approach.
Replicate customer environments and issues in lab and work closely with Juniper Engineering team in providing bug fixes on software issues reported by customer.
Work closely with other Global Services(GS) teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep GS management informed of all sensitive issues
Provide necessary support to the Service Managers for high profile technical escalations , Involvement in conference calls and/or face to face customer account meetings to discuss technical escalations.
Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve.
Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability.
Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use.
Develop a “Can-Do” attitude and suggest ways to improve the team performance and increase customer’s satisfaction.
The candidate will have achieved a level of higher education (Bachelor or master’s degree in electrical engineering, computer science or equivalent)
5+ years of working experience in the networking domain, 3 of these years of which would be spent supporting large IP networks
Solid working experience in most of the following :
IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric,
Working experience with traffic generators and network protocols analysis tools
Strong problem-solving and troubleshooting 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
Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX will be given preference
JNCIE/CCIE lab certified personnel would have a distinct advantage
Working experience with Operating System architectures (*nix , FreeBSD) , Virtualization, Hardware (CPU, memory, controller (and so on types), Scripting languages (TCL, Perl, Ansible, Puppet, C , C++), Service daemons (DHCP, DNS, TACACS, Radius)
Travel requirements for the position less than 10%