Technical Support Engineer 3 - AS1010906
Onsite
Sunnyvale, CA, United States
Sunnyvale, CA, United States
Posted 24 days ago
Job Details
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 Engineer 3 Location: Sunnyvale, CA
- Document and reproduce customer problems, and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests.
- Mentor newly hired support engineers and peers in technical areas of specialty.
- Provide ongoing technical and process training on new product developments and service offerings.
- Serve as team escalation point for difficult technical and customer issues.
- Participate as technical expert in product marketing meetings, and support readiness project work.
- Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
- Document all actions taken toward resolving customer issues in contact tracking database.
- Develop common question and answer documentation to be included in department knowledge base.
- Provide regional and overflow telephone support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
- Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel required.
- 1-2 years of experience supporting enterprise networks.
- Extensive and deep knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF,RIP, VRRP,IGMP,MPLS, EVPN/VXLAN).
- AI/ML experience a plus
- Hands-on experience in configuration and troubleshooting of switches and routers.
- Experience with Unix/Linux
- Scripting experience in Basic Shell and Python
- Strong transferable skills in other networking disciplines.
- Strong communication and interpersonal skills required.
- Network Storage experience is desired (NAS, SAN, FC, ESX, VM)
- Requires B.S. and/or higher-level degree in Computer Science, or Telecommunications.
Learn more about Juniper Networks
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