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.

Task Description 

CASE MANAGEMENT: The case management refers to the process of handling all the incidents (services disruptions) and customer requests. These may be software and hardware failures, and requests for support, advice, information, or documentation. For the incidents causing an unplanned interruption or reduction in quality of a service which adversely impact delivery of service to customers or enterprise, the Technical Support Engineer will initially focus on the implementation of workarounds by reducing or eliminating the impact till full resolution is available. In higher support levels, the engineer together with the developers works via the opening of an internal Problem Report (PR) on lab reproductions, and on the troubleshooting of incidents till the full resolution is available.

 KNOWLEDGE BASE MANAGEMENT: Knowledge Base Managements refers to the knowledge transfer and information management activities. The engineer creates, correct, or update technical documentation for colleagues or customers as needed, and shares her/his knowledge via the J-Net Community. In upper support levels, the engineer might work on Knowledge Base articles (KBs) by publishing, contributing, and reviewing them, and on publishing non-confidential customer facing Problem Reports (PRs). 

MENTORING: The engineer will help to develop the talent of less experienced staff, not only for the technical skills but also for competences. Within the scope of Mentoring, the engineer will prepare and 

CONTINUAL QUALITY IMPROVEMENT: Continual Quality Improvement focuses on the activities to improve the quality of the service and products delivered to the Juniper customers. This is achieved via the continual and incremental improvement of operational processes, and products. The engineer works on improving troubleshooting guidelines, internal and external Juniper documentation, system supportability capabilities, company product quality initiatives and related JTAC operational processes.

Responsibilities 

CASE MANAGEMENT 

• Delivers expert hands-on technical assistance and troubleshooting for resolving critical customer issues. 
• Provides experienced technical support to handle customer issues escalated from lower-level engineers. •
•  Resolves complex customer cases successfully and documents only the most complex customer problems for further escalation. 
• Retains ownership of most customer issues, except for the most complex. 
• Works on customer support problems of diverse scope where analysis of data requires evaluation for a variety of factors 
• Works on customer problems which require a lab replication and resolve them together with the engineering teams. 

KNOWLEDGE BASE MANAGEMENT

• Proactively shares knowledge with internal and external customers by clearly documenting FAQs on engineering solutions. 
• Proactively shares knowledge with external partners, vendors, and customers via knowledge tools. Create Knowledge articles. 
• Delivers trainings to improve team knowledge. 

MENTORING 

• Provides ongoing support and feedback to less experienced staff. 

CONTINUAL QUALITY IMPROVEMENT  

• Uses technical expertise to identify and suggest service support initiatives to improve processes, products, and tools

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.