The position is to provide high-level technical support for critical escalations, to identify product gaps and drive product improvements, . Candidate will be required to apply their experience and deep knowledge to provide solution to the customers using Juniper security devices.

Responsibilities:

Primarily provide technical support to the customers who have deployed Juniper Security Products. Take ownership of high priority and/or sensitive customer issues and drive it to resolution. Troubleshoot and resolve complex technical issues. Develop a "Can-Do" attitude and suggest ways to improve the team’s performance and increase customer's satisfaction. Consulting on critical escalations. Creating knowledge from the learning during the troubleshooting and research, in forms of Knowledge Articles, Whitepapers, Troubleshooting Guides, and Technical Training. Producing supportability ideas that will improve product stability, functionality, and robustness.  Participating in the weekly escalation meetings with PLM/Engineering/Field/JTAC.  Participating in monthly and quarterly executive level meetings on products, qualities, and support topics.  Reviewing new Product/Feature Requirements and be a voice of the customer in  Understand Product Development processes and able to initiate and manage internal Customer Service projects.

 

Must Have: 

            Candidate must have following : 

Network Security experience  5+ years in technical support role Strong operating and troubleshooting knowledge across of the following: routing, switching and security technologies:  TCP/IP  BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), RIP Multicast protocols (IGMP, PIM). IPSEC VPN, Remote Access VPN, SSL VPNs. QoS NAT, CG-NAT User Authentication (AD/RADIUS/TACACS+/JIMS etc.) Extensive and deep knowledge of layers 2 (Ethernet, VLANs, VLAN stacking, Spanning Tree (STP,RSTP),) High Availability Protocols (Clustering/VRRP) Extensive knowledge on Next Generation Firewall features like ALG/IDS/Web-Filtering/Anti-Spam/Anti-Virus/User Authentication/ SSL proxy (Forward/Reverse) etc. Working experience with traffic generators (like IXIA, Breaking Point, tcpreplay ) and network protocols analysis tools (like Wireshark, tshark etc.) Knowledge of common methods of attacks (DoS, portscan, Worms and Trojans, spoofing) and their remediation like Screen options. Knowledge of common protocols like DHCP, DNS, ARP, SSH, ICMP etc. Exceptional verbal and written communication skills Strong problem-solving skills, applicable to large and complex network scenarios Capable of working with cross-functional teams Strong customer management and customer service skills.

 

Good To Have :

 The following would be an advantage to have some exposure to: 

Network management skills SNMP, XML, LDAP  Unix/Linux architectural and/or administrator skills  Capable of using Unix shell, Python, C, C++, and HTML languages to develop tools/scripts. Knowledge of Cloud networking and Virtualization.