82534P-Technical Support Engineer 4

Employer Description
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.

 

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...

 

ELIGIBILITY TO WORK AND E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

Job Description
Technical Support Engineer 4 (Customer Focused)

Location: Sunnyvale CA, Herndon VA or Westford MA.

Have you ever used your smartphone, or Netflix, or cable TV, or WiFi and wondered how the giants in the communication industry like Amazon, Google, Facebook, Comcast, Verizon, AT&T, and more – sustain the high-speed networks that power our daily lives. Think you’ve got what it takes to support these networks and keep up with their demands or – even better – 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 Focused Technical Support (CFTS) team!

Where you’ll work:

At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that through our core values Being Bold, Building Trust, and Delivering Excellence.

CFTS is part of the global Juniper Technical Assistance Center (JTAC) organization. We are a diverse team of dedicated and highly skilled people who represent many nationalities. CFTS is a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers.

If you are an experienced network engineer, have in-depth knowledge of networking protocols, and love to troubleshoot, don’t hesitate and apply today!

What you’ll be doing:

Case Management:

Become the dedicated focal technical support contact and handle high priority incidents for a limited number of Advanced Services customers, on specific Juniper Networks products (M-Series, T-Series, MX-Series, PTX-Series, ACX-Series, QFX, EX and virtual products like vMX)
Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution
Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
Replicate customer environments and issues in lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by customer
Collaborate with our Service Managers for high profile technical critical issues, involvement in conference calls and/or face to face customer account meetings
Develop and maintain s