Job Description: 

 

Position: Technical Support Engineer 2 – Routing

Location: San Jose, Costa Rica

 

Summary:

 

This position is for the ARC L2 Team (CFTS) for Juniper Routing Products.

 

Key Responsibilities:

 

- Ability to work in a highly dynamic Technical Assistance Center environment with a high focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience.

- Be a customer advocate for timely resolution of the problems reported and understand the environment/network and its impact on business.

- Take ownership of problem resolution, problem reproduction, and escalation.

- Be a team player and flexible when working on weekends/holidays as per business requirements.

- Be a fast learner and keep pace with newer technologies

 

Mandatory Skills:

 

- Support for Juniper’s M/T/Mx/PTX/ACX series products.

- Excellent verbal and written communication, presentation, and customer handling skills.

- Ability to logically troubleshoot complex and high-impact problems.

- Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers

 

 

- In-depth knowledge of the following:

 

IP Packet flow, OSI layers Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS, RIP) Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)