Technical Support Engineer 4

3 weeks ago

Sunnyvale, United States Juniper Networks Full time

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.

Technical Support Engineer 4

Location (HYBRID): Sunnyvale, CA

Technical Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers and clients for timely resolution of issues.

We are looking for qualified candidates with excellent troubleshooting skills for complicated hardware and software issues. Strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required. Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel required. Find ways to improve our customer experience by suggesting methods of improving/enhancing our instrumentation, User Interface, installation, upgradeability, etc.

Responsibilities:

  • Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests.
  • Mentor newly hired support engineers and peers in technical areas of specialty.
  • Provide ongoing technical and process training on new product developments and service offerings.
  • Serve as team escalation point for difficult technical and customer issues.
  • Participate as technical expert in product marketing meetings, and support readiness project work.
  • Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
  • Document all actions taken toward resolving customer issues in contact tracking database.
  • Develop common question and answer documentation to be included in department knowledge base.
  • Provide regional and overflow telephone support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
  • Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel required.
Experience and Required Skills
  • 5+ years of experience supporting enterprise networks
  • Extensive and deep knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF,RIP, VRRP,IGMP,MPLS, EVPN/VXLAN).
  • AI/ML experience a plus
  • Hands-on experience in configuration and troubleshooting of switches and routers.
  • Experience with Unix/Linux
  • Scripting experience in Basic Shell and Python
  • Strong transferable skills in other networking disciplines.
  • Strong communication and interpersonal skills required.
  • Network Storage experience is desired (NAS, SAN, FC, ESX, VM)
  • Requires B.S. and/or higher-level degree in Computer Science, or Telecommunications.

#LI-AHUYNH
#LI-PRIORITY

Minimum Salary: $108,750.00

Maximum Salary:$166,750.00

The pay range for this position is expected to be between $108,750.00 and $166,750.00/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.

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