Technical Support Engineer 4 

Location (HYBRID): Westford, MA

Summary:

An Escalation Engineer to provide expert-level technical support for critical escalations, to identify product gaps and drive product improvements, and to provide technical trainings for the JTAC teams.

 

Responsibilities:

Provide consultation on technical escalations and drive root cause corrective actions (RCCA)Problem replication, troubleshooting, and root cause isolationProduce knowledge in forms of KAs, Whitepapers, Troubleshooting Guides, and Technical TrainingDrive product supportability items that will improve product stability, functionality, and robustnessMentor/train JTAC EngineersIdentify testing gaps and collaborate with QA team to drive root cause corrective actions (RCCA)Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTACProduce and review Knowledge Assets (KA) and Technical Support Bulletins (TSB)

 

Basic Qualifications:

Technical Support ExperienceKnowledge of Networking Protocols and ProductsCapable of using Python, C, C++, and HTML languages to develop debugging scripting toolsExceptional verbal and written communication skillsCapable of working with cross-functional teamsAbility to work independently and troubleshoot complex problems

 

Preferred Qualifications:

Juniper JTAC engineer in the US with Switching experience who has demonstrated his/her capabilities of successfully handling customer escalations and debugging complex product/architectural problems.

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Minimum Salary: $95,700.00

Maximum Salary:$146,740.00

The pay range for this position is expected to be between $95,700.00 and $146,740.00/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.