Senior Juniper Network Engineer — Serviceability Lead

Hobbsnews

Houston, Northern (TX, KY)

Hybrid

USD 106,000 - 243,000

Full time

7 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

Hewlett Packard Enterprise is seeking a Sr. Network Engineer specializing in Juniper to lead identification and advocacy of serviceability and supportability improvements across HPE Networking and Juniper portfolios.

Location Houston, TX or Westford, MA; onsite with hybrid expectations. The role requires deep hands-on experience with HPE Juniper platforms, ability to translate customer feedback into product requirements, and collaboration with Product Management and Engineering to improve

Qualifications

Bachelor’s degree in Electrical Engineering, Networking, or a related technical discipline.
Significant experience in advanced networking engineering, escalation engineering, product supportability, technical support, or a related technical customer experience role.
Deep hands-on knowledge of enterprise and service provider networking technologies, including routing, switching, cloud NMS, telemetry, diagnostics, and operational troubleshooting.
Demonstrated experience with Juniper technologies such as AIOps, Data center, Security, Switching, and Wireless.
Strong ability to interpret support case data, defect patterns, escalation themes, and customer feedback to identify systemic technical issues.
Proven ability to influence Product Management and Engineering decisions using technical credibility, data-driven evidence, and business/customer impact.
Experience leading cross-functional technical discussions involving Support, NPI, Product Management, and Engineering organizations.
Excellent written and verbal communication skills, including the ability to translate deep technical issues into concise executive-level insights and recommendations.
Strong analytical capability with experience using dashboards, trend analysis, and structured problem-solving to drive prioritization and action.

Responsibilities

Serve as the technical authority for identifying and prioritizing the most impactful serviceability and supportability gaps affecting customer experience, support efficiency, and product quality.
Analyze product and customer experience signals across transactional support case surveys, Voice of the Customer comments, support cases, escalations, product usage trends, and post-mortem findings to identify systemic issues and improvement opportunities.
Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering.
Partner with Product Management and Engineering to ensure supportability becomes a core design consideration in future releases, including diagnostics, logging, observability, troubleshooting workflows, recovery mechanisms, operational tooling, and support readiness.
Lead structured forums with Support, Product Management, Engineering, and NPI Program Managers to review, refine, and prioritize serviceability enhancement requests.
Drive closed-loop action planning by connecting Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements.
Influence roadmap direction with a focus on reducing avoidable support cases, improving time-to-resolution, enabling self-driving network experiences, and increasing product reliability and operational simplicity.
Develop executive-ready narratives and readouts that connect technical serviceability gaps and Voice of the Customer trends to business impact, customer outcomes, and Product Management priorities.
Act as the customer and support advocate in cross-functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions.
Help define the frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes.