Senior Technical Support Manager - HJ1012188

Senior Technical Support Manager 

Location (HYBRID): Herndon, VA

ACTIVE Clearance:  TS  / SCI (contingent upon verification security clearance required)

The Senior Manager of Technical Support is responsible for day-to-day management of Juniper’s Federal customers, including Civilian, DoD, or Intel agencies. The team primarily provides remote technical support services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the appropriate support and timely resolution of all reported issues. All of this while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics.

Responsibilities:

• Ensuring that the team delivers expert, high-quality technical assistance to Juniper Network’s customers and for Juniper Networks products as measured using industry standard metrics. 

• Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.

• Work with the Sustaining and Development teams to ensure that customer found defects and product supportability gaps are addressed

• Manages the activities of a team of Senior Technical Support Engineers supporting customers who support specific customers across the Juniper product line.

• Prepares and conducts customer operations reviews with the Advanced Services and/or account teams to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, case closure, response times and backlog management.

• Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.

• Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.

• Manages and tracks technical escalations ensuring thorough and timely technical updates to Advanced Services, Engineering and JTAC management.

• Conducts Juniper Technical Support process training and review sessions.

• Oversees the documentation and maintenance of customer information and educates other Juniper internal resources on the supported customer(s). Ensuring engineers adhere to ticket updating guidelines.

• Interviews, selects and hires technical support team members.

• Evaluates individual and team performance and provides guidance on resolving performance issues.

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Minimum Salary: $125,400.00

Maximum Salary:$192,280.00

The pay range for this position is expected to be between $125,400.00 and $192,280.00/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.

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

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