Technical Support Engineer 3 - KK1013276

Juniper Networks, Inc; Westford (MA); Remote; USD 84,000 - 122,000; Full time

Job summary

Join a dynamic team as a Technical Support Engineer, where you'll tackle challenges in the fast-paced world of cloud and content networks. In this role, you'll be instrumental in supporting cutting-edge technologies, ensuring customer satisfaction, and resolving complex network issues. Your expertise in IP networking and troubleshooting will be key as you collaborate with engineers and contribute to knowledge-sharing initiatives. This is your chance to grow in a vibrant environment that values innovation and customer-centric solutions. If you're ready to make an impact and embrace new technologies, this opportunity is perfect for you.

Benefits

Medical benefits

401(k) plan

Vacation leave

Sick leave

Parental leave

Qualifications

• 3+ years of experience in IP Network Routing and/or Switching.
• Proficiency in Layer 3 and Layer 2 technologies.

Responsibilities

• Troubleshoot hardware and software issues related to Juniper products.
• Act as a customer advocate for timely problem resolution.

Skills

IP Network Routing

IP Packet flow

Problem-solving

Customer handling

Communication skills

Education

Bachelor's degree in Electrical/Electronics/Computer/Telecommunication Engineering

Master's degree in related fields

Tools

Juniper

Cisco

Palo Alto

Arista

Traffic generators (Ixia, Agilent)

Job description

Technical Support Engineer 3 - TAC - Accelerated Response Care

Location: anywhere in the U.S.

Have you ever used your smartphone, or Netflix, or cable TV, or Wi-Fi and wondered how the giants in cloud and content industry like Amazon, Google, Facebook, and others 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 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, formerly known as CFTS) to upskill 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, and replicate customer environments and network problems in the lab.
• Act as a customer advocate for timely resolution of reported problems, understand the environment/network, and influence business outcomes.
• Take ownership for problem resolution and reproduction.
• Be a fast learner and keep pace with newer technologies.
• Participate in initiatives such as creating Knowledge Base articles and Whitepapers.
• Interface internally with Lead Engineers, Engineering, and Advanced Services teams on 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 skills (verbal and written).
• Excellent problem-solving skills.
• In-depth knowledge of IP Packet flow.

Proficiency in any two 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, traffic engineering, LDP, RSVP, VPNs, VPLS, and EVPN.
• Other Networking Protocols & Features: Design, implement, and troubleshoot VLAN, CoS, VRRP, L2Circuit, SNMP, BFD, LACP, MC-LAG, DDoS, MX Virtual Chassis, etc.
• Understanding the role of switching platforms in AI/ML-based data centers.

Preferred platform knowledge (Routers/Switches/Firewalls) in one or more of:

• Juniper, Cisco, Palo Alto, Arista, and others.
• Exposure to AI/ML.
• Traffic generators (Ixia, Agilent), traffic simulators, protocol analyzers, testers, etc.

#LI-AHUYNH
#LI-PRIORITY

Salary Range: $84,480.00 - $121,440.00 per year. The actual offer may vary based on experience, skills, and location. Benefits include medical, 401(k), vacation, sick leave, parental leave, and others. Details will be provided upon offer.

This is an at-will employment position. The company reserves the right to modify compensation and benefits at any time.