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 Manager  Office Location: Kanata, Canada  Responsibilities:

• Ensuring that the team delivers expert, high-quality technical assistance to Juniper Network’s customers and for Juniper Networks products as measured using industry standard metrics. 
• Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.
• Work with the Sustaining and Development teams to ensure that customer found defects and product supportability gaps are addressed
• Manages the activities of a team comprising of Junior and Senior Technical Support Engineers
• Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, SLAs, response times and backlog management.
• Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.
• Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.
• Manages and tracks technical escalations ensuring thorough and timely technical updates to Advanced Services, Engineering and JTAC management.
• Conducts Juniper Technical Support process training and review sessions.
• Oversees the documentation and maintenance of customer information and educates other Juniper internal resources on the supported customer(s).
• Interviews, selects, hire and mentor technical support engineers.
• Evaluates individual and team performance and provides guidance on resolving performance issues.
• Defines growth and career plans for all members of the team, including training, certifications, and any additional skills needed to be successful

JOB SPECIFICATIONS

• Bachelor’s degree in engineering or equivalent. Master’s degree is a plus.
• Minimum of 10 years of technical assistance center experience, with 5+ years in a leadership role.
• Demonstrated experience managing customer service support personnel in cross-functional, matrix based management work environments.
• In-depth knowledge of Juniper Networks or similar network company and system products. 
• Excellent communication and interpersonal/partnering/leadership skills.
• Some travel required up 30% of the time.

#LI-AHUYNH   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... ]]>