Technical Support Engineer

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 partners Diagnose 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 products Effectively communicate on a peer level with IT professionals within customer accounts to recommend and communicate solution strategies quickly and accurately Facilitate timely resolution of customers’ problems by logging and maintaining status of problem and problem resolution in call tracking system Document issues, resolutions, and specific implementation scenarios in the knowledge database Effectively document and communicate customer questions, issues, and requirements to support management, product management and development Proactively shares knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions. Participate in the technical review process for new product launches Provide on-site support for customers when needed Ability to work on a weekend and holiday on-duty rotation model Ability to travel (both domestic and abroad) is probable (although this would be a small percentage of time <5%)

Required Skills/Experience:

Minimum 7 years of relevant industry experience, with 5 years of technical support experience, supporting large IP networks Engineering or Computer Science Degree a must.   Excellent verbal and written communication skills Strong 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 scenarios Strong customer management and interpersonal skills Language skills: English (fluent – verbal and written) Very Strong TCP/IP knowledge.  Strong understanding of routing protocols required, with strong transferable skills in other networking disciplines Strong 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 tools Ability to analyze sniffer traces and be able to resolve various issues Must have a thorough knowledge of general LAN/WAN networking architecture, concepts and relevant work experience  Knowledge of scripting languages like Python is a plus Knowledge of Automation platforms like Ansible is a plus JNCIS, JNCIP, JNCIE, or related industry certifications  Isolate and analyze problems quickly and effectively Communicate 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 Layers Routing 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