High-Level Network Support Specialist

4 days ago


Herndon, Virginia, United States Juniper Networks Full time

Transform Your Career

Join Juniper Networks, a leader in networking and security solutions for the multicloud era. We offer exciting opportunities for talented professionals to transform their careers and make a meaningful impact.

About the Role:

As a Senior Staff, Technical Support Engineer, you will provide high-level technical guidance and support on Juniper routing, switching, and security products to our federal customers. 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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