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
Heredia, Costa Rica

The Technical Support Engineer role delivers global high-quality technical assistance for Juniper Networks products, through telephone and electronic communication. This role also provides hardware and software technical support, including routine configuration assistance and troubleshooting of products and peripheral systems, for timely resolution of issues. The engineer will need to support the Juniper products designed to manage applications for automation.

Responsibilities
- Delivers expert hands-on technical assistance and troubleshooting for resolving critical customer hardware and software issues.
- Participates in a round-robin on-call rotation cycle during the weekends.
- Uses professional technical expertise to identify and lead service support initiatives to improve the supportability of processes, products, and systems.
- Provides experienced technical support to handle customer issues escalated from lower level TAC Engineers.  
- Resolves complex customer cases successfully, and clearly documents the most complex customer problems for further escalation.
- Proactively shares knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions.
- Documents all actions taken toward resolving customer issues in customer contact tracking database.
- Analyzes and documents all actions taken toward resolving significant and unique customer issues in customer contact tracking database.  


Required Skills/Experience 
- 5+ years of customer troubleshooting engineer experience in technologies related to routing, switching and security

- English Proficiency is a must
- Strong Unix/Linux administration & troubleshooting skills
- Knowledge of writing & troubleshooting shell, bash, Python and Perl scripts
- Knowledge of troubleshooting applications written in C & Java
- Knowledge of troubleshooting web applications
- Knowledge troubleshooting cloud services
- Excellent engineering troubleshooting skills
- Excellent architecture knowledge at both network and system levels, with highest level certification in technical specialty
- Ability to research issues in bug database and develop workarounds
- Strong communication and interpersonal skills
- Bachelor or Master's degree in engineering or equivalent is desired

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.