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.

Job Description

The Support Manager at Juniper Technical Assistance Center (JTAC) is responsible for day-to-day management of the subset of Juniper's most strategic accounts. The team primarily provides remote technicalsupport services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the appropriate support and timely resolution of all reported issues. All of this while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics

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.

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.

Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

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

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

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.