Description
We are seeking an Advanced Technical Support Engineer - Switching (EX/QFX) to deliver high-quality technical assistance for Juniper Networks' Switching products.
As a Technical Support Engineer, you will provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems.
Responsibilities:
- Document and reproduce customer problems and coordinate fixes by the engineering department
- Manage critical customer accounts and escalation requests
- Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab
- Facilitate communication between customers, escalation and engineering for bug fixes/workarounds
- Mentor newly hired support engineers and peers in technical areas of specialty
- Provide ongoing technical and process training on new product developments and service offerings
- Serve as team escalation point for difficult technical and customer issues
- Participate as technical expert in product marketing meetings and support readiness project work
- Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer
- Document all actions taken toward resolving customer issues in contact tracking database
- Develop common question and answer documentation to be included in department knowledge base
- Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe
Requirements:
- 4-6 years of experience supporting Data Center and Enterprise networks
- Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN)
- Hands-on experience in configuration and troubleshooting of switches and routers
- Experience with Unix/Linux
- Experience with traffic generator tools such as Spirent and IXIA
- Scripting experience in Basic Shell and Python
- Great communication and interpersonal skills required
- Network Storage experience is desired (NAS, SAN, FC, ESX, VM)
- Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience
Benefits:
- Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
- Investment in your career through specific programs catered to helping you reach any career goals
- Unconditional inclusion and celebration of individual uniqueness
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