Juniper Technical Support Engineer - Escalation TAC 

United States, MA, Westford 

827986764

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.