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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.

Most if not all of Juniper’s premier customers purchase Advanced Service contracts because they recognize the value of Customer Focused Technical Support (CFTS), typically on a 7x24 basis. In short – our most expert customers can’t do what they do without a designated team of senior engineers.  These engineers possess in-depth product knowledge (switching, routing and/or security) and highly focused troubleshooting skills relevant to our premier customer’s particular network.

 

These customers typically test the traditional bounds of what can be done and as such, they increasingly rely on Juniper experts from CFTS to effectively resolve their problems and provide extensive and reliable feedback on root cause and future prevention techniques.

 

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. 

 

Become part of a team that is well known for their technical expertise and ability to resolve customer problems in a highly effective and rewarding fashion. Customers expect and receive a “white glove” treatment and which is exemplified in the level of customer success seen in those customers supported by CFTS.

 

Responsibilities:

 

· Become the technical lead and handle high priority issues for small subset of top Juniper Networks customers on specific Juniper Networks products(s) (MX/PTX-Series routers, and EX/QFX-Series of Ethernet Switches)

· 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 closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.

· 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

 

Person Specification:

 

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

· 3-6 years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks

· 3-6 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.

· 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).

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.

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● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar

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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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