Advanced Technical Support Engineer - Switching (EX/QFX)

Location (HYBRID):  Ottawa, Ontario, CANADA

The Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers, and clients for timely resolution of issues. 

We are looking for qualified candidates with excellent troubleshooting skills for complicated hardware and software issues. Strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required. Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel are required. Find ways to improve our customer experience by suggesting methods of improving/enhancing our instrumentation, User Interface, installation, upgradeability, etc. 

Responsibilities:

Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.Mentor newly hired support engineers and peers in technical areas of specialty.  This includes providing training for other teams. Provide ongoing technical and process training on new product developments and service offerings. Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required.   Participate as technical expert in product marketing meetings, and support readiness project work. Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions. Document all actions taken toward resolving customer issues in contact tracking database. Develop common question and answer documentation to be included in department knowledge base. Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe. Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required. 

Experience and Required Skills: 

Minimum 4 years of experience supporting Data Center and Enterprise networks. Extensive and deep knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN. EVPN/VxLAN is highly desired. AI/ML experience a plusHands-on experience in configuration and troubleshooting of switches and routers. Experience with Unix/LinuxExperience with traffic generator tools such as Spirent and IXIA.Scripting experience in Basic Shell and PythonStrong transferable skills in other networking disciplines. Strong communication and interpersonal skills required. Network Storage experience is desired (NAS, SAN, FC, ESX, VM) Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience.

 

#LI-AHUYNH
#LI-PRIORITY