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.
Job Responsibilities
Responding to customer tickets/escalations:
- Monitor and manage incoming customer support tickets.
- Prioritize and categorize tickets based on urgency and impact.
- Provide timely and professional responses to customer inquiries and issues.
Initial investigation/resolution of customer issues:
- Perform preliminary analysis to identify the root cause of reported issues.
- Utilize debugging tools and techniques to gather relevant information.
- Implement quick fixes or workarounds to resolve issues when possible.
Make and update Jira tickets regarding customer issues with detail:
- Create detailed Jira tickets for unresolved customer issues.
- Include comprehensive information such as steps to reproduce, logs, screenshots, and any other relevant data.
- Regularly update Jira tickets with progress, findings, and resolution steps.
Follow up with QA/Dev teams regarding customer Jira tickets:
- Collaborate with QA and development teams to ensure timely resolution of customer issues.
- Communicate customer feedback and issue status to relevant stakeholders.
- Track the progress of Jira tickets and ensure they are addressed within SLA timelines.
Job Requirements
Strong troubleshooting skill set.
- Ability to diagnose and resolve complex technical issues efficiently.
- Experience with debugging tools and techniques.
- Strong analytical skills to identify root causes of problems.
Has a mature attitude and is passionate towards learning and helping customers resolve their issues.
- Demonstrates patience and empathy when dealing with customer concerns.
- Eager to continuously learn and stay updated with the latest technologies.
- Proactively seeks out solutions and improvements.
Comfortable working with multiple teams in a fast-paced environment.
- Excellent communication and collaboration skills.
- Ability to manage time effectively and prioritize tasks.
- Experience working in agile or cross-functional teams.
Good knowledge in location-based technologies (Wi-Fi, BLE, and UWB).
- Understanding of how these technologies work and their applications.
- Experience with configuring and troubleshooting location-based systems.
- Familiarity with industry standards and best practices.
Python scripting based on customer needs.
- Proficient in writing and maintaining Python scripts.
- Ability to automate tasks and processes using Python.
- Experience with libraries and frameworks relevant to the job.
Educational Background:
- Bachelor s or master s degree in computer science, Information Technology, Electronics, Electrical Engineering, or related fields
