Customer Focused Technical Support (CFTS) Engineer
Location: Herndon, VA, USA.
Have you ever used your smartphone, or Netflix, or cable TV, or WiFi and wonder how the giants in 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 trough 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 on networking protocols and love to troubleshoot, don't hesitate and apply today!
What you'll be doing:
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
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
What we're looking for:
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
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)
Travel requirements for the position is expected to be less than 10%.
Juniper Networks is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success, and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.