Technical Support Engineer 3
Location (HYBRID): Westford, MA
As a JTAC Technical Support Engineer you will be responsible for providing quality support for our growing client and partner base on our Routing suite of products, hardware based and virtual deployments, Work with highly knowledgeable group of customers and as escalation point for other TAC groups within the organization. Diagnose and remediate complicated hardware and software issues, replicate customer environments as needed within the Juniper labs. Provide technical expertise and guidance during testing, deployment and operational phases of networks. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problems, and if necessary, coordinate fixes by engineering department. Develop technical specialties and prepare technology white papers on these areas. This role will also expose you to a diverse group of teams within Juniper - including Engineering, Product Management, and Sales - providing endless opportunities for career growth in a fun, challenging, and fast-paced environment.
Characteristics of success in this role include previous experience in supporting Routing products or technologies; experience troubleshooting complex IP networks; and having the ability to multi-task and work under pressure. We are looking for people who take pride in doing excellent work and can both teach and learn from those around them.
Responsibilities:
Provide technical support services to Juniper’s end-user enterprise, carrier, and service provider customers, and channel partnersDiagnose and resolve customer issues regarding the installation, configuration and use of Juniper’s ACX-Series, MX-Series and PTX-Series Platforms, and/or internetworking issues affecting the use of these productsEffectively communicate on a peer level with IT professionals within customer accounts to recommend and communicate solution strategies quickly and accuratelyFacilitate timely resolution of customers’ problems by logging and maintaining status of problem and problem resolution in call tracking systemDocument issues, resolutions, and specific implementation scenarios in the knowledge databaseEffectively document and communicate customer questions, issues, and requirements to support management, product management and developmentProactively shares knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions.Participate in the technical review process for new product launchesProvide on-site support for customers when neededAbility to work on a weekend and holiday on-duty rotation modelAbility to travel (both domestic and abroad) is probable (although this would be a small percentage of time <5%)Required Skills/Experience:
Minimum 5 years of relevant industry experience, with 3 years of technical support experience, supporting large IP networksEngineering or Computer Science Degree a must. Excellent verbal and written communication skillsStrong organizational and time management skills and the ability to work both independently, and as a member of a team Must be able to: Strong problem solving and troubleshooting skills, applicable to large and complex network scenariosStrong customer management and interpersonal skillsLanguage skills: English (fluent – verbal and written)Very Strong TCP/IP knowledge. Strong understanding of routing protocols required, with strong transferable skills in other networking disciplinesStrong Routing Experience in the following: Knowledge of UNIX/Linux operating systems, hypervisors such as KVM and VMware required Working experience with traffic generators and network protocol analysis toolsAbility to analyze sniffer traces and be able to resolve various issuesMust have a thorough knowledge of general LAN/WAN networking architecture, concepts and relevant work experience Knowledge of scripting languages like Python is a plusKnowledge of Automation platforms like Ansible is a plusJNCIS, JNCIP, JNCIE, or related industry certifications Isolate and analyze problems quickly and effectivelyCommunicate problem status, action plans, and resolution clearly and promptly Quickly learn complex new ideas, technology, and products Interact with customers in a polite and professional manner Set priorities and handle them accordingly IP Networking: TCP/IP, Subnetting, IP Packet Flow, OSI LayersRouting technologies: OSFP, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast Protocols (IGMP, PIM)Switching and Data Center technologies: VLAN/Trunking, STP, TSTP, VSTP, VXLAN/EVPN, IP-Fabric
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Minimum Salary: $79,200.00
Maximum Salary:$121,440.00
The pay range for this position is expected to be between $79,200.00 and $121,440.00/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.