Technical Support Engineer 3 - KK1013087

Juniper Networks, Inc; Westford (MA); Remote; USD 76,000 - 111,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their innovative Accelerated Response Care team. In this remote role, you'll leverage your expertise in IP networking to troubleshoot and resolve complex customer issues, ensuring high-quality support for cutting-edge technologies. You'll collaborate with engineering teams and advocate for customers while continuously learning and adapting to new technologies. This position offers a dynamic environment where your skills will directly impact customer satisfaction and operational excellence. If you're passionate about networking and eager to tackle challenges in a fast-paced setting, this is the opportunity for you.

Benefits

Medical benefits

401(k) eligibility

Vacation

Sick time

Parental leave

Qualifications

• 3+ years experience in IP Network Routing and Switching.
• Strong customer handling and communication skills.
• Proficient in troubleshooting and problem resolution.

Responsibilities

• Troubleshoot configuration, hardware, and software issues.
• Replicate customer environments and network problems in the lab.
• Participate in creating Knowledge Base and Whitepapers.

Skills

IP Network Routing

Switching

Customer handling

Problem-solving

IP Packet flow

Education

Bachelor's degree in Electrical Engineering

Master's degree in Computer Engineering

Tools

Juniper Routers

Cisco Routers

Palo Alto Firewalls

Traffic generators (Ixia)

Job description

Technical Support Engineer 3 - TAC - Accelerated Response Care

REMOTE: anywhere in the U.S

Have you ever used your smartphone, or Netflix, or cable TV, or Wi-Fi and wonder how the giants in cloud and content industry like Amazon, Google, Facebook, and more - sustain the high-speed networks that power our daily lives. How is AI/ML transformation taking place? Think you've got what it takes to support these networks and keep up with their demands or - even better - get ahead of their next challenge? Be a true partner. If so - we might be looking for you for an exciting role in our customer centric Accelerated Response Care (ARC) team!

Summary:

• This position is for the ARC (Accelerated Response Care earlier known as CFTS) to up skill on JUNOS based platforms and understand the support process when solving customer issues on Juniper products.


• This is an Individual Contributor Role


• Troubleshoot issues related to configuration, hardware and software, replicate customer environments and network problems in the lab.


• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and influence business.


• Take ownership for problem resolution, problem reproduction.


• Be a fast learner and keep pace with newer technologies


• Participate in initiatives such as create Knowledge Base and Whitepapers.


• Interface internally with Lead Engineers, Engineering, and Advance Services teams on any critical customer escalations.


• Available to work in shifts and cover weekend rotations.

Basic Requirements

• Minimum bachelor's or master's degree or equivalent in Electrical/Electronics/Computer/Telecommunication Engineering


• 3+ years of experience in IP Network Routing and/or Switching domain - Troubleshooting, implementation, design etc.


• Excellent Customer handling and communication (verbal and written) skills


• Excellent problem-solving skills.


• In depth knowledge of IP Packet flow

To be proficient in any 2 of the following technologies:

• Layer 3 Technologies (OSPF, ISIS, BGP, ICMP, UDP, TCP, QoS, VRRP,)


• Layer 2 Technologies (Ethernet, VLAN, STP, ARP, LACP, stacking/virtual chassis)


• Multiprotocol Label Switching (MPLS) & MPLS based Services: Design, implement, and troubleshoot MPLS, MPLS traffic engineering, Label Distribution Protocol (LDP), Resource Reservation Protocol (RSVP), Layer 3 Virtual Private Network (VPN), Layer 2 VPN, Virtual Private LAN Service (VPLS), and Easy VPN (EVPN).


• Other Networking Protocols & Features: Design, implement, and troubleshoot Virtual Local Area Network (VLAN), Class of Service (CoS), Virtual Router Redundancy Protocol (VRRP), L2Circuit, Simple Network Management Protocol (SNMP), Bidirectional Forwarding Detection (BFD), Link Aggregation Control Protocol (LACP), Multi-Chassis Link Aggregation (MC-LAG), Distributed Denial of Service (DDoS), and MX Virtual Chassis (MX-VC).


• Role of Switching Platforms in AI/ML based Data-Canters.

Prefer to have platform Knowledge (Routers/Switches/Firewalls) in one or more: -

• Juniper, Cisco, Palo Alto, Arista, and others.


• Exposure to AI/ML


• Traffic generators (Ixia, Agilent)/ traffic simulators, protocol analysers, testers etc.

Basic Requirements

• Certifications - JNCIE/CCIE

#LI-AHUYNH
#LI-PRIORITY

Minimum Salary: $76,800.00

Maximum Salary:$110,040.00

The pay range for this position is expected to be between $76800.00 and $110,040.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.