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Staff Technical Support Engineer
1 month ago
Staff Technical Support Engineer
Location: Sunnyvale, CA
Part of the Customer Service (CS) division of Juniper Networks, the candidate will be required to provide a high level of technical support on specific Juniper Networks product(s) to Advanced Services customers, directly or via partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination and the enhancement of the collective knowledge and best practices is a key requirement for this role.
Additional Responsibilities:
· Become the focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks products(s) (M-Series, T-Series, MX-Series, EX-Series of Ethernet Switches)
· Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem solving approach
· Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep CS 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
· Work closely with the Service Managers to help them to gain a good understanding of the technical issues and their resolution
· Provide necessary support to the Service Managers for high profile technical escalations
· Involvement in conference calls and/or face to face customer account meetings to discuss technical escalations
· 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, FAQs, Solutions) for internal and/or 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
Person Specification:
· The candidate will have achieved a good level of higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )
· 10+ years of working experience in a 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)
· 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 (Tcl, 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 communication and presentation skills.
· In addition, knowledge of the following would be an advantage: 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: $123,750.00
Maximum Salary:$189,750.00
The pay range for this position is expected to be between $123,750.00 and $189,750.00/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.
