דרושים Technical Success Specialist ב-Juniper ב-United States, Westford

anywhere in the U.S

Summary:

• This position is for the ARC (Accelerated Response Care earlier known as CFTS) to up skill on JUNOS based platforms and understand the support process when solving customer issues on Juniper products.
• This is an Individual Contributor Role
• Troubleshoot issues related to configuration, hardware and software, replicate customer environments and network problems in the lab.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and influence business.
• Take ownership for problem resolution, problem reproduction.
• Be a fast learner and keep pace with newer technologies
• Participate in initiatives such as create Knowledge Base and Whitepapers.
• Interface internally with Lead Engineers, Engineering, and Advance Services teams on any critical customer escalations.
• Available to work in shifts and cover weekend rotations.

Basic Requirements

• Minimum bachelor’s or master’s degree or equivalent in Electrical/Electronics/Computer/Telecommunication Engineering
• 3+ years of experience in IP Network Routing and/or Switching domain - Troubleshooting, implementation, design etc.
• Excellent Customer handling and communication (verbal and written) skills
• Excellent problem-solving skills.
• In depth knowledge of IP Packet flow

To be proficient in any 2 of the following technologies:

• Layer 3 Technologies (OSPF, ISIS, BGP, ICMP, UDP, TCP, QoS, VRRP,)
• Layer 2 Technologies (Ethernet, VLAN, STP, ARP, LACP, stacking/virtual chassis)
• Multiprotocol Label Switching (MPLS) & MPLS based Services: Design, implement, and troubleshoot MPLS, MPLS traffic engineering, Label Distribution Protocol (LDP), Resource Reservation Protocol (RSVP), Layer 3 Virtual Private Network (VPN), Layer 2 VPN, Virtual Private LAN Service (VPLS), and Easy VPN (EVPN).
• Other Networking Protocols & Features: Design, implement, and troubleshoot Virtual Local Area Network (VLAN), Class of Service (CoS), Virtual Router Redundancy Protocol (VRRP), L2Circuit, Simple Network Management Protocol (SNMP), Bidirectional Forwarding Detection (BFD), Link Aggregation Control Protocol (LACP), Multi-Chassis Link Aggregation (MC-LAG), Distributed Denial of Service (DDoS), and MX Virtual Chassis (MX-VC).
• Role of Switching Platforms in AI/ML based Data-Canters.

Prefer to have platform Knowledge (Routers/Switches/Firewalls) in one or more: -

• Juniper, Cisco, Palo Alto, Arista, and others.
• Exposure to AI/ML
• Traffic generators (Ixia, Agilent)/ traffic simulators, protocol analysers, testers etc.

Basic Requirements

• Certifications – JNCIE/CCIE

Minimum Salary: $76,800.00

Maximum Salary:$110,040.00

The pay range for this position is expected to be between $76800.00 and $110,040.00/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.

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:

● Immigrant and Employee Rights Section (IER) -

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Escalation Engineer Role & Responsibilities

Technical Expertise

Cross-Functional Environment

Develop workshops, deliver software quality and supportability reviews, risk assessments. Train and support JTAC Engineers and help them resolve service requests (SRs'). Inspired others by setting an example, coaching, and leadership skills. Willing and eager to learn from each other’s.

Detailed Responsibilities for Software and Hardware Escalation Engineers:

• Act as the escalation point of contact for level 1 and 2 Technical Support teams.
• Engage in live debugging sessions
• Technical lead in driving resolution/workaround on escalated issues.
• Collaborate with our Engineering team on bug fixes.
• Recreate customer network issues in our lab environment for problem characterization and isolate root cause.
• Verify software fixes to confirm the customers' technical issues are resolved and without regressions.
• Coordinate with JRM on software release delivery.
• Publish TSBs/KBs to alert internal/external customers of product issues with wide exposure and impact.
• Leverage lessons learned to drive product improvements/debuggability (BTB).
• Review Functional Specs to ensure debugging/resiliency features are incorporated.
• Provide technical trainings/papers on product architecture, packet-flow, troubleshooting guides to JTAC engineers. Work with JTAC engineers on one-on-one sessions.
• Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC.
• Hardware: Perform Failure Analysis for field returned hardware.
• Hardware: Solutions for hardware issues could be addressed by software change, firmware update, or new hardware. Evaluate and recommend a solution that is easy to implement and least impactful to customers and Juniper.

Required Skills:

• 7+ years of working experience in an advanced network support role, 2-3 of these years would be spent supporting large IP networks
• Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)
• Working experience with Junos - Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps
• Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)
• Strong communication skills, including influencing and collaboration skills, are a must
• Strong customer management and customer service skills
• Excellent presentation skills
• Juniper Certifications are a strong plus

Minimum Salary: $141,600.00

Maximum Salary:$203,550.00

The pay range for this position is expected to be between $141,600.00 and $203,550.00/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.

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:

● Immigrant and Employee Rights Section (IER) -

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Account Management:

• Post-Sales Customer Advocacy deliverables
• Single point of contact / owner for assigned customer post-sales issues
• Weekly status calls with customer including account team going over open Incidents, projects, trends
• Periodic calls with account team to share towards understanding account strategy / increase mindshare for $
• Quarterly Technical Review -- deployment, Value adds, trends, metrics
• Lab setup to replicate issues, test out prior to customer deployments - configs / s/w, create MOP's
• Gap analysis with understanding of current architecture / topology
• Capture and present Customer Uses cases / value adds
• Give back as TOI's, knowledge base articles
• Be able to speak to assigned account configuration
• Hold knowledge transfer sessions specific to their deployment -- with customer

Case Management:

• Become the key technical support contact and handle high priority incidents opened by customers, on specific Juniper Networks campus & branch networking products (example: Session Smart Router)
• Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in our customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution
• Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
• Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer
• Collaborate and communicate for high profile technical critical issues, involvement in conference calls.
• Develop and maintain skills in their core products and technologies and highlight any need for training as the customers' networks evolve
• Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues, and solutions. Keep Customer Success management informed of all sensitive issues.
• Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability

Knowledge Base Management:

• Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use
• Sound documentation of technical support issues using the available tools is an essential element of the role

Continual Improvements:

• Suggest ways to improve the team performance and increase customers’ happiness.
• Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
• Develop a “Can-Do” demeanor and suggest ways to improve the team performance and increase customer’s satisfaction

What we’re looking for:

• Bachelor's degree in engineering, computer science or related field, or equivalent experience
• At least 8+ years of experience in supporting large, complex IP-based networks.
• Demonstrable experience in most of the following :
• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
• Routing technologies: SVR, STEP, OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
• DevOps experience: Containers, Cloud, Virtualization, CI/CD stack, API’s, orchestration
• Experience with traffic generators and network protocols analysis tools
• Strong problem-solving and troubleshooting skills
• Strong customer management and customer service skills
• Communication and presentation skills
• Preferred Qualifications:
• Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
• Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, API, Ansible, Puppet, C, C++), Virtualiz

Minimum Salary: $103,488.00

Maximum Salary:$148,764.00

The pay range for this position is expected to be between $103,488.00 and $148,764.00/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.

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:

● Immigrant and Employee Rights Section (IER) -

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

is an experienced professional and integral part of the Juniper Americas Services Sales team responsible to ensure accurate, complete and proactive quoting for all expiring support agreements as well as many sales-support functions. Position involves a combination of data administration, quote preparation and sales responsibilities. Primary responsibility will be developing renewal quotes for all expiring maintenance contracts and assisting with quote revisions and sales activities to ensure renewal of expiring support. This position relies on a detailed knowledge of all tools, systems, processes and policies related to maintenance quoting, entitlement and service delivery.

Responsibilities:

• Preparation of all proactive and reactive renewal quotes for all expiring contracts applying system and policy knowledge
• Prepares and analyzes customer inventory reports to ensure all Juniper devices are supported or accounted for
• Responsible to make direct contact with sales teams, partners and distributors as needed to ensure timely receipt of renewal purchase orders
• Assists with sales/SBM-led deals by providing quote and process support
• Manages opportunities in Salseforce.com to allow for accurate sales forecasting
• Interacts with various related teams to ensure positive customer experience; case resolution, database/entitlement management, problem resolution, general inquiries
• Attends regular status-update field sales team meetings to ensure service business information is received or disseminated on a timely basis
• Performs all database management and data analysis required to prepare accurate quotes and maintain data integrity
• Partners with SBM and field sales in driving attainment of assigned team quota, primarily for maintenance renewals as needed

Required Skills/Experience

• Bachelor’s degree or equivalent work experience, with at least 2 years of service business experience working with service renewals in a quoting or sales capacity
• Strong attention to detail with demonstrated ability to organize and work on multiple projects
• Demonstrated financial, operational, analytical, and decision making skills
• Strong verbal and written communication skills.
• Strong data entry and Excel skills

Bachelor’s degree higher

SAP, Salesforce.com, Microsoft Excel and Word preferred

Minimum Salary: $77,440.56

Maximum Salary:$111,320.81

The pay range for this position is expected to be between $77,440.56 and $111,320.81/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.

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:

● Immigrant and Employee Rights Section (IER) -

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

is an experienced professional and integral part of the Juniper Americas Services Sales team responsible to ensure accurate, complete and proactive quoting for all expiring support agreements as well as many sales-support functions. Position involves a combination of data administration, quote preparation and sales responsibilities. Primary responsibility will be developing renewal quotes for all expiring maintenance contracts and assisting with quote revisions and sales activities to ensure renewal of expiring support. This position relies on a detailed knowledge of all tools, systems, processes and policies related to maintenance quoting, entitlement and service delivery.

Responsibilities:

• Preparation of all proactive and reactive renewal quotes for all expiring contracts applying system and policy knowledge
• Prepares and analyzes customer inventory reports to ensure all Juniper devices are supported or accounted for
• Responsible to make direct contact with sales teams, partners and distributors as needed to ensure timely receipt of renewal purchase orders
• Assists with sales/SBM-led deals by providing quote and process support
• Manages opportunities in Salseforce.com to allow for accurate sales forecasting
• Interacts with various related teams to ensure positive customer experience; case resolution, database/entitlement management, problem resolution, general inquiries
• Attends regular status-update field sales team meetings to ensure service business information is received or disseminated on a timely basis
• Performs all database management and data analysis required to prepare accurate quotes and maintain data integrity
• Partners with SBM and field sales in driving attainment of assigned team quota, primarily for maintenance renewals as needed

Required Skills/Experience

• Bachelor’s degree or equivalent work experience, with at least 2 years of service business experience working with service renewals in a quoting or sales capacity
• Strong attention to detail with demonstrated ability to organize and work on multiple projects
• Demonstrated financial, operational, analytical, and decision making skills
• Strong verbal and written communication skills.
• Strong data entry and Excel skills

Bachelor’s degree higher

SAP, Salesforce.com, Microsoft Excel and Word preferred

Minimum Salary: $77,440.56

Maximum Salary:$111,320.81

The pay range for this position is expected to be between $77,440.56 and $111,320.81/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.

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:

● Immigrant and Employee Rights Section (IER) -

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.