At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
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 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 5 years of relevant industry experience, with 3 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
#LI-AHUYNH
#LI-PRIORITY
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.
ABOUT JUNIPER NETWORKS
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPER
At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.
- Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
- Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
