Technical Support Engineer - Escalation TAC

Juniper Networks, Inc; Sunnyvale (CA); Hybrid; USD 141,000 - 204,000; Full time

Job summary

An established industry player is seeking an Escalation Engineer to provide top-tier technical support for complex networking issues. In this hybrid role, you will engage in live debugging sessions, collaborate with engineering teams, and mentor junior engineers while driving product improvements. Your extensive knowledge of networking technologies and strong communication skills will be vital in resolving customer challenges and enhancing service delivery. Join this innovative firm to make a significant impact on customer satisfaction and product quality in a collaborative environment.

Benefits

Medical Benefits

401(k) Eligibility

Vacation

Sick Time

Parental Leave

Qualifications

• 7+ years in advanced network support, focusing on large IP networks.
• Strong knowledge of routing/switching technologies and Junos OS.
• Excellent communication and customer service skills.

Responsibilities

• Provide 24x7 technical troubleshooting for escalated issues.
• Collaborate with engineering teams to resolve customer problems.
• Mentor and train JTAC Engineers on technical challenges.

Skills

TCP/IP

BGP

OSPF

MPLS

Juniper Certifications

Python

Linux

Customer Management

Communication Skills

Tools

Junos

Ansible

Perl

C++

Job description

Escalation Engineer Role & Responsibilities

Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Juniper Networks' products' most technically complex or politically sensitive support situations. Collaborating with other teams to find and resolve customer issues. Providing feedback to the Engineering, and product teams for product improvements. Monitoring and reviewing escalated cases. Creating, reviewing documents such as Knowledge Base articles, Product Support Notifications, and training.

**Location: Hybrid Remote Possible

Technical Expertise

Extensive knowledge in networking technologies, troubleshooting, provisioning, and management of networking equipment. Working knowledge regarding virtualization, software development, and scripting. Use traceoption, syslog analysis, packet captures, source code, debugging tools, or develop home-grown tools to analyze problems and develop solutions to meet customer needs. Review Functional Specs to ensure debugging, supportability, and resiliency features are incorporated.

Cross-Functional Environment

Provide customer feedback to various Business Units, regarding common problems. Work together to provide solutions to the customer which may include a workaround, software or hardware improvement, and recommend changes to the design of our product. Leverage lesson learned to drive product improvements and supportability.

Mentor

Develop workshops, deliver software quality and supportability reviews, risk assessments. Train and support JTAC Engineers and help them resolve service requests (SRs'). Inspired others by setting an example, coaching, and leadership skills. Willing and eager to learn from each other's.

Detailed Responsibilities for Software and Hardware Escalation Engineers:

• Act as the escalation point of contact for level 1 and 2 Technical Support teams.


• Engage in live debugging sessions


• Technical lead in driving resolution/workaround on escalated issues.


• Collaborate with our Engineering team on bug fixes.


• Recreate customer network issues in our lab environment for problem characterization and isolate root cause.


• Verify software fixes to confirm the customers' technical issues are resolved and without regressions.


• Coordinate with JRM on software release delivery.


• Publish TSBs/KBs to alert internal/external customers of product issues with wide exposure and impact.


• Leverage lessons learned to drive product improvements/debuggability (BTB).


• Review Functional Specs to ensure debugging/resiliency features are incorporated.


• Provide technical trainings/papers on product architecture, packet-flow, troubleshooting guides to JTAC engineers. Work with JTAC engineers on one-on-one sessions.


• Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC.


• Hardware: Perform Failure Analysis for field returned hardware.


• Hardware: Solutions for hardware issues could be addressed by software change, firmware update, or new hardware. Evaluate and recommend a solution that is easy to implement and least impactful to customers and Juniper.

Required Skills:

• 7+ years of working experience in an advanced network support role, 2-3 of these years would be spent supporting large IP networks


• Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)


• Working experience with Junos - Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps


• Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)


• Strong communication skills, including influencing and collaboration skills, are a must


• Strong customer management and customer service skills


• Excellent presentation skills


• Juniper Certifications are a strong plus

Minimum Salary: $141,600.00

Maximum Salary:$203,550.00

The pay range for this position is expected to be between $141,600.00 and $203,550.00/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.