Network Support Engineer
HYBRID Office Location: Herndon, VA / Sunnyvale, CA / Westford, MA
Have you ever used your smartphone, or Netflix, or cable TV, or WiFi and wondered how the giants in the communication industry like Amazon, Google, Facebook, Comcast, Verizon, AT&T and more – sustain the high-speed networks that power our daily lives. Think you’ve got what it takes to support these networks and keep up with their demands or – even better – get ahead of their next challenge? Be a true partner. If so – we might be looking for you for an exciting role in our Customer Focused Technical Support (CFTS) team!
Where you’ll work:
At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that trough our core values Being Bold, Building Trust and Delivering Excellence.
CFTS is part of the Global Juniper Technical Assistance Center (JTAC) organization. We are a diverse team of dedicated and highly skilled people who represent many nationalities. CFTS is a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers.
If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to troubleshoot, don’t hesitate and apply today!
What you’ll be doing:
Part of the Global Juniper Technical Assistance Center (JTAC) organization of Juniper Networks, the candidate will be required to provide a high level of technical support on specific Juniper Networks product(s) to Advanced Services customers, directly or via partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination and the enhancement of the collective knowledge and best practices is a key requirement for this role.
Case Management:
- Become the dedicated focal technical support contact and handle high priority incidents for a limited number of Advanced Services customers, on specific Juniper Networks Switching products (QFX, EX and virtual products)
- Acquire 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 critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
- Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer
- Collaborate with our Service Managers for high profile technical critical issues, involvement in conference calls, and/or face to face customer account meetings
- Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers' networks evolve
- Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep Customer Support management informed of all sensitive issues.
- Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
Knowledge Base Management:
- Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use
- Sound documentation of technical support issues using the available tools is an essential element of the role
Continual Improvements:
- Suggest ways to improve the team performance and increase customers’ happiness.
- Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
- Develop a “Can-Do” attitude and suggest ways to improve the team performance and increase customer’s satisfaction
What we’re looking for:
- Bachelor's degree in engineering, computer science or related field, or equivalent experience
- At least 8+ years of experience in supporting large, complex IP-based networks.
- Proven experience in most of the following :
- IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
- Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
- Switching and Data Center technologies: VLAN / Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
- Experience with traffic generators and network protocols analysis tools
- Strong problem-solving and troubleshooting skills
- Strong customer management and customer service skills
- Excellent communication and presentation skills
- Preferred Qualifications:
- Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
- Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Virtualization, Service daemons (DHCP, DNS, TACACS, Radius)
Additional Information
Travel requirements for the position is expected to be less than 10%.
Working hours may be for Pacific Business Time.
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Minimum Salary: $95,700.00
Maximum Salary:$146,740.00
The pay range for this position is expected to be between $95,700.00 and $146,740.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.
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