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 4 (Customer Focused) 

Location (HYBRID): Sunnyvale, CA 

Have you ever used your smartphone, or Netflix, or cable TV, or WiFi and wondered how the giants in the communication industry like Amazon, Google, Facebook, Comcast, Verizon, AT&T, and more – sustain the high-speed networks that power our daily lives. Think you’ve got what it takes to support these networks and keep up with their demands or – even better – get ahead of their next challenge? Be a true partner. If so – we might be looking for you for an exciting role in our Customer Focused Technical Support (CFTS) team!

Where you’ll work:

At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that through our core values Being Bold, Building Trust, and Delivering Excellence.

CFTS is part of the global Juniper Technical Assistance Center (JTAC) organization. We are a diverse team of dedicated and highly skilled people who represent many nationalities. CFTS is a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers.

If you are an experienced network engineer, have in-depth knowledge of networking protocols, and love to troubleshoot, don’t hesitate and apply today!

What you’ll be doing:

Case Management:

Become the dedicated focal technical support contact and handle high priority incidents for a limited number of Advanced Services customers, on specific Juniper Networks products (M-Series, T-Series, MX-Series, PTX-Series, ACX-Series, QFX, EX and virtual products like vMX)
Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution
Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
Replicate customer environments and issues in lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by customer
Collaborate with our Service Managers for high profile technical critical issues, involvement in conference calls and/or face to face customer account meetings
Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve

Knowledge Base Management:

Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use

Continual Improvements:

Suggest ways to improve the team performance and increase customer’s happiness. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability

Basic Qualifications

Bachelor's degree in engineering, computer science or related field, or equivalent experience
3 to 6 years of experience in supporting large, complex IP-based networks.
Proven experience in most of the following :
IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
Routing technologies : OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM), Multicast VPN (MVPN)
Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
Operating Systems and Scripting Languages : Linux, FreeBSD, Scripting languages (Tcl, Perl, Ansible, Puppet)
Experience with traffic generators and network protocols analysis tools
Strong problem-solving and troubleshooting skills
Strong customer management and customer service skills
Excellent communication and presentation skills
 

Preferred Qualifications:

Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Virtualization, Service daemons (DHCP, DNS, TACACS, Radius)
 

Additional information:

Travel requirements for the position is expected to be less than 10%.

#LI-AHUYNH
#LI-PRIORITY

Minimum Salary: $108,750.00

Maximum Salary:$166,750.00

The pay range for this position is expected to be between $108,750.00 and $166,750.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.

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.