Technical Support Engineer 3 Jobs

Customer Focused Technical Support (CFTS) Engineer– Routing & Switching

Have you ever used your smartphone, or YouTube, or cable TV, or Wi-Fi and wonder how the giants in communication industry like Amazon, Google, Meta, Twitter, AT&T, Verizon, Xfinity Telecom 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 through 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 premium cloud and content 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: Case Management:

• Replicate customer environments and issues in lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by customer
• Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve
• Collaborate with our Service Managers for high profile technical critical issues, involvement in conference calls and/or face to face customer account meetings
• 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 and Routing products (MX-Series, PTX-Series, ACX-Series, QFX, EX and virtual products like vMX)
• 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.
• 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.

Knowledge Base Management: Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use. Continual Improvements:

Suggest ways to improve the team performance and increase customer’s happiness. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability

What we’re looking for:

• Excellent communication and presentation skills
• Experience with traffic generators and network protocols analysis tools
• IP Networking basics : TCP/IP, Subnetting, IP Packet flow, OSI layers
• Bachelor's degree in engineering, computer science or related field, or equivalent experience
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
• Routing technologies : OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
• Strong problem-solving and troubleshooting skills
• Strong customer management and customer service skills
• At least 5+ 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

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%.

Juniper Networks is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success, and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.

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.