Senior Staff, Technical Support Engineer (Top Secret w/ SCI Clearance) - JB1012104

Senior Staff, Technical Support Engineer (Top Secret w/ SCI Clearance) 

MUST HAVE:  Top Secret Security w/ SCI Clearance and On-Site Support Required

The candidate will provide high-level technical guidance and support on Juniper routing, switching, and security products to our federal customers.  This role is critical in helping our customers realize the full benefit of Juniper product set. This is where you will be able to apply your extensive experience supporting large-scale networks, as well as broad product knowledge in routing, switching or security (firewalls).  Your ability to troubleshoot and diagnose critical and complex network issues, and to learn your customer’s infrastructure and technologies, are what bring you applause, success, and thanks in the support organization. 

Responsibilities: 

• Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem-solving approach
• Document Troubleshooting Steps Thoroughly.  Communicate and document case work thoroughly keeping all stakeholders and customer informed. 
• Provide Detailed Case Notes.  Capture key findings, root cause analysis (RCA) insights, and resolution steps. 
• Communicate Progress Proactively. Regularly update tickets with progress notes and any changes in issue status. Ensure stakeholders have real-time visibility into ongoing cases and can make informed decisions quickly.
• Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
• Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
• Work closely with other internal teams to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
• Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
• Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
• Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
• Sound documentation of technical support issues using the available tools is an essential element of the role
• Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction

Basic Qualifications

• Strong problem-solving skills, applicable to large and complex network scenarios
• Effectively Manage Challenging Customer Interactions.  Demonstrate professionalism, patience, and empathy while handling complex or escalated customer issues. 
• Must be able to navigate high-pressure situations and maintain a customer-focused attitude.
• Must be able to approach difficult conversations with resilience and problem-solving skills, aiming to de-escalate and resolve issues while ensuring customer satisfaction. 
• Higher education (bachelor’s or master’s degree in electrical engineering or computer science or equivalent)
• 10+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
• 10+ years supporting customers on site and via phone. Must be able to support a complex and high-profile customer base.
• Strong operating and troubleshooting knowledge across the following routing, switching or security technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching or firewall technologies
• 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)
• Working experience with traffic generators and network protocols analysis tools
• Working experience with: Linux, FreeBSD, and Scripting languages (Python, Slax, Perl)
• Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay
• Excellent presentation skills
• In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)

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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