Technical Support Engineer 4 - GM1013003

Technical Support Engineer 4

Preferred Location (HYBRID): Herndon, VA / Westford, MA

Remote: Available only for the ideal candidate located on the East Coast (within USA 2 or USA 3 regions)

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

Do you ever use your smart phone, or cable TV, or WiFi, or NetFlix account, and wonder how the giants of internet - Verizon, AT&T, Microsoft, Amazon, Oracle, 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)

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

Basic Qualifications

Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )
5+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
5+ 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, MPLS(L3 VPN), L2 protocols
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
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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Minimum Salary: $94,080.00

Maximum Salary:$148,764.00

The pay range for this position is expected to be between $94,080.00 and $148,764.00/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.