Juniper Customer Success Engineer 

India, Karnataka, Bengaluru 

241927446

Job Responsibilities

• Responding to customer tickets/escalations:
  • Monitor and manage incoming customer support tickets.
  • Prioritize and categorize tickets based on urgency and impact.
  • Provide timely and professional responses to customer inquiries and issues.
• Initial investigation/resolution of customer issues:
  • Perform preliminary analysis to identify the root cause of reported issues.
  • Utilize debugging tools and techniques to gather relevant information.
  • Implement quick fixes or workarounds to resolve issues when possible.
• Make and update Jira tickets regarding customer issues with detail:
  • Create detailed Jira tickets for unresolved customer issues.
  • Include comprehensive information such as steps to reproduce, logs, screenshots, and any other relevant data.
  • Regularly update Jira tickets with progress, findings, and resolution steps.
• Follow up with QA/Dev teams regarding customer Jira tickets:
  • Collaborate with QA and development teams to ensure timely resolution of customer issues.
  • Communicate customer feedback and issue status to relevant stakeholders.
  • Track the progress of Jira tickets and ensure they are addressed within SLA timelines.

Job Requirements

• Strong troubleshooting skill set.
  • Ability to diagnose and resolve complex technical issues efficiently.
  • Experience with debugging tools and techniques.
  • Strong analytical skills to identify root causes of problems.
• Has a mature attitude and is passionate towards learning and helping customers resolve their issues.
  • Demonstrates patience and empathy when dealing with customer concerns.
  • Eager to continuously learn and stay updated with the latest technologies.
  • Proactively seeks out solutions and improvements.

• Comfortable working with multiple teams in a fast-paced environment.
  • Excellent communication and collaboration skills.
  • Ability to manage time effectively and prioritize tasks.
  • Experience working in agile or cross-functional teams.
• Good knowledge in location-based technologies (Wi-Fi, BLE, and UWB).
  • Understanding of how these technologies work and their applications.
  • Experience with configuring and troubleshooting location-based systems.
  • Familiarity with industry standards and best practices.
• Python scripting based on customer needs.
  • Proficient in writing and maintaining Python scripts.
  • Ability to automate tasks and processes using Python.
  • Experience with libraries and frameworks relevant to the job.
• Educational Background:
  • Bachelor’s or master’s degree in computer science, Information Technology, Electronics, Electrical Engineering, or related fields.

Other Information

Working Hours: It would be a rotational shift (IST or EMEA, PST)

Travel requirements for the position: 0%

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.