Juniper Networks, Inc
Technical Support Engineer 4 - AG1011633
Juniper Networks, Inc, Westford, Massachusetts, us, 01886
Technical Support Engineer 4 (Routing)
Location (HYBRID): Westford, MA
The technical support engineer will support our MX-series, ACX-series and PTX-series products, working directly with our customers and partners. This role will work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.
Responsibilities:Troubleshoot complicated hardware and software issues, and replicate customer environments and network problems in the lab.Provide technical expertise and guidance during the testing, deployment, and operational phases of networks.Manage critical customer issues and facilitate communication between customers, escalation, and engineering.Be a customer advocate for the timely resolution of issues and for problem reproduction and escalation.Document and reproduce customer-related networking problems, and if necessary coordinate fixes by the engineering department.Develop technical specialties and prepare technology white papers on these areas. Participate in cross-functional tasks such as new product development projects, support readiness teams, KB, and other documentation activities.Help improve processes and tools.
Minimum Qualifications:4+ years of working experience in the networking domain, 3 of these years of which would be spent supporting large IP networks.Solid working experience in most of the following:
IP Networking basics:
TCP/IP, Subnetting, IP Packet flow, OSI layers.Routing technologies:
OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM).Switching and Data Center technologies:
VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric.
Working experience with traffic generators and network protocols analysis tools.Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios.Strong customer management and customer service skills.Excellent communication and presentation skills.Language skills: English (fluent - verbal and written).Diplomacy and good customer-facing skills to understand and effectively address sensitive customer situations.
Preferred Qualifications:Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX will be given preference.The candidate will have achieved a level of higher education (Bachelor's or master's degree in electrical engineering, computer science, or equivalent).JNCIE/CCIE lab-certified personnel would have a distinct advantage.Working experience with Operating System architectures (*nix, FreeBSD), Virtualization, Hardware (CPU, memory, controller types), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Service daemons (DHCP, DNS, TACACS, Radius).
Salary Information:Minimum Salary: $95,700.00Maximum Salary: $146,740.00The pay range for this position is expected to be between $95,700.00 and $146,740.00/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.
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Location (HYBRID): Westford, MA
The technical support engineer will support our MX-series, ACX-series and PTX-series products, working directly with our customers and partners. This role will work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.
Responsibilities:Troubleshoot complicated hardware and software issues, and replicate customer environments and network problems in the lab.Provide technical expertise and guidance during the testing, deployment, and operational phases of networks.Manage critical customer issues and facilitate communication between customers, escalation, and engineering.Be a customer advocate for the timely resolution of issues and for problem reproduction and escalation.Document and reproduce customer-related networking problems, and if necessary coordinate fixes by the engineering department.Develop technical specialties and prepare technology white papers on these areas. Participate in cross-functional tasks such as new product development projects, support readiness teams, KB, and other documentation activities.Help improve processes and tools.
Minimum Qualifications:4+ years of working experience in the networking domain, 3 of these years of which would be spent supporting large IP networks.Solid working experience in most of the following:
IP Networking basics:
TCP/IP, Subnetting, IP Packet flow, OSI layers.Routing technologies:
OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM).Switching and Data Center technologies:
VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric.
Working experience with traffic generators and network protocols analysis tools.Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios.Strong customer management and customer service skills.Excellent communication and presentation skills.Language skills: English (fluent - verbal and written).Diplomacy and good customer-facing skills to understand and effectively address sensitive customer situations.
Preferred Qualifications:Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX will be given preference.The candidate will have achieved a level of higher education (Bachelor's or master's degree in electrical engineering, computer science, or equivalent).JNCIE/CCIE lab-certified personnel would have a distinct advantage.Working experience with Operating System architectures (*nix, FreeBSD), Virtualization, Hardware (CPU, memory, controller types), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Service daemons (DHCP, DNS, TACACS, Radius).
Salary Information:Minimum Salary: $95,700.00Maximum Salary: $146,740.00The pay range for this position is expected to be between $95,700.00 and $146,740.00/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.
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