Senior Technical Support Engineer

Job description

• 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.

Customer Focused Technical Support ( CFTS)

• Juniper Networks Customer Focused Technical Support Services provide Customer with access to a designated team of senior engineers with extensive experience and highly focused troubleshooting skills relevant to a Customer s network profile and operations requirements. This team will work with Customer to develop network and feature knowledge that enables the provision of tailored support services. It will also provide Customer with confidence that high priority problems are being handled by professionals who fully understand the Customer s network and its complexity.

Job Description:

Responsibilities:

• Support for Juniper SDN, SD-WAN, Virtual Products and Solutions (Paragon Automation Suite, Apstra, MIST, CSO)
• Lead and Drive Troubleshooting on Customer reported issues on Juniper SDN, Virtualization products and solutions.
• Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
• Gain in-depth knowledge of the infrastructure and technologies that are present in the customer s network profile; including their network topology, features, configurations, and service history that results in faster resolution.
• Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of speciality.
• This is an individual contributor role. The engineer will be providing weekend on-call/on-duty coverage on a rotational basis.

Primary Skills and experience required :

• Excellent Customer handling and communication (verbal and written) skills
• Good understanding of TCP/IP and networking fundamentals and Experience/exposure in troubleshooting IP networks
• Experience in understanding and debugging SDN, SD-WAN environments
• Experience with networking routing protocols like OSPF, BGP, etc
• Service Providers specific L2/L3 VPN, MPLS, EVPN , VXLAN, IPSec, Hub/Spoke network use cases.
• Good understanding of networking virtualization (Container Networking, OpenStack Networking)
• Sound knowledge of Linux/Unix architectures and debugging.
• Scripting languages like Python, Shell.
• Good knowledge of Data Representation types (XML, JSON, YAML)

Preference to have understanding / Exposure / Expertise in one or more areas:

• Knowledge of Juniper SRX/MX/EX/QFX platforms is a plus.
• Good understanding of Virtualization and containerization (KVM, Docker/LXC, Kubernetes etc)
• Good understanding of OpenStack, Cloud Stack, Ansible etc

Experience:

• Requires B.E./B-Tech in Electronics or Computer Science (or equivalent) with minimum 5+ years experience in Networking Industry.
• Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -
• 3+ years extensive SDN, SD-WAN and Virtualization experience.
• Preferred Certifications - JNCIP, CCIP, OpenStack, CKA(Kubernetes)