Technical Support Engineer - L2 Routing

This role is part of HPE's Technical Assistance Center (TAC), supporting Juniper MX, PTX, and ACX series AI-native routers. The position focuses on Level 2 technical support and product escalation, troubleshooting complex hardware and software issues, and ensuring high-quality customer experiences.

Key Responsibilities

• Provide Level 2 technical support for Juniper MX, PTX, and ACX series routers, working directly with customers and partners
• Serve as an escalation point for Level 1 TAC teams and manage critical customer escalations
• Troubleshoot complex network problems, replicate customer environments in lab setups, and perform detailed problem analysis
• Take full ownership of customer issues from case creation through problem resolution
• Facilitate and document communication among customers and internal stakeholders
• Advocate for customers by understanding business impact and ensuring timely resolution
• Continuously learn and adapt to new technologies and network solutions
• Contribute to improving support processes, tools, and knowledge sharing initiatives
• Work flexibly, including weekends and holidays as required by business needs

Education and Experience

• Bachelor's degree in Electronics, Computer Science, or related field
• 25 years of experience supporting, designing, or implementing IP networks
• Strong background in troubleshooting and supporting large-scale IP networks

Primary Technical Skills

• Deep understanding of IP packet flow and OSI layers
• Layer 3 technologies: IP, ICMP, TCP, IPSec, GRE, QoS, VRRP
• IP routing protocols: BGP, OSPF, IS-IS, RIP
• Layer 2 technologies: Ethernet, VLAN (802.1q/p), STP/RSTP, ARP, PPP, MLPPP, LACP
• Knowledge/experience in MPLS, VPLS, L2/L3 VPN, MPLS Traffic Engineering, LDP, RSVP
• Multicast technologies: NG-MVPN, PIM
• Scripting experience using Perl, Unix, or Expect
• Exposure to Subscriber Management and Services such as CGNAT, GRE, SNMP, Flow Monitoring, IPsec