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.
Senior Technical Support Manager
Location (HYBRID): Herndon, VA
ACTIVE Clearance: TS / SCI (contingent upon verification security clearance required)
The Senior Manager of Technical Support is responsible for day-to-day management of Juniper’s Federal customers, including Civilian, DoD, or Intel agencies. The team primarily provides remote technical support services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the appropriate support and timely resolution of all reported issues. All of this while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics.
Responsibilities:
- Ensuring that the team delivers expert, high-quality technical assistance to Juniper Network’s customers and for Juniper Networks products as measured using industry standard metrics.
- Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.
- Work with the Sustaining and Development teams to ensure that customer found defects and product supportability gaps are addressed
- Manages the activities of a team of Senior Technical Support Engineers supporting customers who support specific customers across the Juniper product line.
- Prepares and conducts customer operations reviews with the Advanced Services and/or account teams to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, case closure, response times and backlog management.
- Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.
- Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.
- Manages and tracks technical escalations ensuring thorough and timely technical updates to Advanced Services, Engineering and JTAC management.
- Conducts Juniper Technical Support process training and review sessions.
- Oversees the documentation and maintenance of customer information and educates other Juniper internal resources on the supported customer(s). Ensuring engineers adhere to ticket updating guidelines.
- Interviews, selects and hires technical support team members.
- Evaluates individual and team performance and provides guidance on resolving performance issues.
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Minimum Salary: $125,400.00
Maximum Salary:$192,280.00
The pay range for this position is expected to be between $125,400.00 and $192,280.00/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.
