Juniper Technical Support Engineer - SV1013187 

United States, CA, Sunnyvale 

600813081

Technical Support Engineer 4

This is where you will be able to apply your extensive experience supporting large-scale networks; as well as broad product knowledge in either routing, switching or security (firewalls). Your ability to troubleshoot network issues; diagnose critical and complex network issues; and learn your customer’s infrastructure and technologies; are what bring you applause, success and thanks in the Support organization.

Responsibilities:

· Build productive and collaborative trust-based relationships with the assigned accounts

· Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach

· Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability

· Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations

· Participate in customer conference calls and/or face to face customer meetings to discuss technical issues

· Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve

· Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use

· Sound documentation of technical support issues using the available tools is an essential element of the role

· Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction

Basic Qualifications

· Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )

· 4+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks

· 4+ years supporting customers on site and via phone. Must be able to support complex and high profile customer base.

· Strong communication skills, including influencing and collaboration skills, are a must.

· 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)

· 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)

· Working experience with traffic generators and network protocols analysis tools

· Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Python, Slax, Perl)

· Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay

· Strong problem solving skills, applicable to large and complex network scenarios

· Strong customer management and customer service skills.

· Excellent presentation skills.

Preferred Qualifications

· Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH).

Minimum Salary: $117,600.00

Maximum Salary:$169,050.00

The pay range for this position is expected to be between $117,600.00 and $169,050.00/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.