Technical Support Engineer Senior Staff

3 weeks ago


Herndon, Virginia, United States Juniper Networks Full time

Juniper Networks is a leading provider of networking and security solutions for the multicloud era. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world.

About the Role:

We are seeking a highly skilled Senior Staff, Technical Support Engineer to join our team in providing high-level technical guidance and support on Juniper routing, switching, and security products to our federal customers. As a key member of our support organization, you will work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions.

Main Responsibilities:

  • Take ownership of high-priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction.
  • Document troubleshooting steps thoroughly and communicate and document case work thoroughly keeping all stakeholders and customer informed.
  • Provide detailed case notes, capturing key findings, root cause analysis (RCA) insights, and resolution steps.
  • Communicate progress proactively, regularly updating tickets with progress notes and any changes in issue status.
  • Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions.

Requirements:

  • Strong problem-solving skills applicable to large and complex network scenarios.
  • Effectively manage challenging customer interactions, demonstrating professionalism, patience, and empathy while handling complex or escalated customer issues.
  • Must be able to navigate high-pressure situations and maintain a customer-focused attitude.
  • Must have 10+ years of working experience in a network support role, 2-3 of these years spent supporting large IP networks.
  • Must have strong operating and troubleshooting knowledge across routing, switching, or security technologies, including TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols, Switching or firewall technologies.

Educational Requirements:

  • Higher education (bachelor's or master's degree in electrical engineering or computer science or equivalent).

Compensation:

The estimated annual salary for this position is between $125,400 and $192,280, depending on individual qualifications, merit, and market factors.

About Us:

At Juniper Networks, 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. We are committed to elevating talent by creating a trust-based environment where we can all thrive together.



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