Location: Bucharest, Romania 

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. The role is part of the global Juniper Technical Assistance Center (JTAC) organization, supporting our customer base and help solving the most challenging connectivity issues of the industry. The Technical Support Engineer will support our products and work directly with our customers and partners.  

We are a diverse team of dedicated and highly skilled people who represent many nationalities, working in 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: 

Case Management: 

Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.). Take ownership of high priority or critical customer issues, isolate 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 lab and collaborate with Engineering teams in providing bug fixes on software issues reported by customer Collaborate with Service Managers and Technical Service Advisors on high-profile technical issues, and participate in customer meetings to lead technical discussions  Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves 

Knowledge Base Management: 

Contribute to technical documentation (FAQs, Solutions, Knowledge Base) for internal and/or external use 

Continual Improvements: 

Suggest ways to improve team performance and increase customer 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: 

Bachelor's degree in engineering, computer science or related field, or equivalent experience At least 4+ years of experience in supporting large enterprise, datacenter, cloud and/or ISP networking environments Proven experience in at least one of the following technology areas and willingness to develop skills in the other areas: 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 Security technologies: Firewall, L2 and L3 VPN technologies 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 Able to work effectively under pressure and maintain a structured approach based on priorities Able to effectively prioritize and balance time and actions to achieve results Flexibility to take on different technologies, tasks and/or responsibilities depending on the overall goals of the team 

 

Nice to Have Qualifications: 

Working experience with Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps 

  

Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions based on race, color, religion, gender, national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made based on individual qualifications, merit, and business need. 

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.