Technical Support Engineer 4 - RB1012550

Juniper Networks; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dedicated Advanced Technical Support Engineer specializing in Switching products. This role involves delivering high-quality technical assistance, troubleshooting complex hardware and software issues, and enhancing customer experiences. You will mentor new engineers, manage critical customer accounts, and participate in product marketing as a technical expert. If you are passionate about networking and eager to contribute to a collaborative environment, this is your chance to make a significant impact in a dynamic team.

Qualifications

• 4+ years supporting Data Center and Enterprise networks.
• Extensive knowledge in IP networking (TCP/IP, Ethernet, VLANs).
• Hands-on experience with switches and routers.

Responsibilities

• Troubleshoot hardware and software issues, manage customer accounts.
• Mentor new support engineers and provide ongoing training.
• Document customer issues and develop knowledge base resources.

Skills

Troubleshooting Skills

IP Networking

Communication Skills

Scripting (Basic Shell, Python)

Unix/Linux Experience

Network Storage (NAS, SAN)

Education

B.S. in Computer Science

Higher-level degree in Telecommunications

Tools

Spirent

IXIA

Job description

Advanced Technical Support Engineer - Switching(EX/QFX)

Location (HYBRID): Ottawa, Ontario, CANADA

The Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers, and clients for timely resolution of issues.

We are looking for qualified candidates with excellent troubleshooting skills for complicated hardware and software issues. Strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required. Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel are required. Find ways to improve our customer experience by suggesting methods of improving/enhancing our instrumentation, User Interface, installation, upgradeability, etc.

Responsibilities:

• Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.
• Mentor newly hired support engineers and peers in technical areas of specialty. This includes providing training for other teams.
• Provide ongoing technical and process training on new product developments and service offerings.
• Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required.
• Participate as technical expert in product marketing meetings, and support readiness project work.
• Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
• Document all actions taken toward resolving customer issues in contact tracking database.
• Develop common question and answer documentation to be included in department knowledge base.
• Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
• Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.

Experience and Required Skills:

• Minimum 4 years of experience supporting Data Center and Enterprise networks.
• Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN).
• AI/ML experience a plus.
• Hands-on experience in configuration and troubleshooting of switches and routers.
• Experience with Unix/Linux.
• Experience with traffic generator tools such as Spirent and IXIA.
• Scripting experience in Basic Shell and Python.
• Strong transferable skills in other networking disciplines.
• Strong communication and interpersonal skills required.
• Network Storage experience is desired (NAS, SAN, FC, ESX, VM).
• Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience.