Sr. Technical Service Advisor

We are seeking a Sr. Technical Service Advisor to join our Advanced Services team. The successful candidate will provide exceptional outcomes and remarkable customer experience through forward-looking technical services to optimize network reliability and performance for designated customers.

Key responsibilities include:

• Acting as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team
• Supporting the account/customer with alignment to services sales and product sales activities
• Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care
• Helping support cases resolved as per SLAs and expediting/escalating critical issues among HPE Networking technical support teams
• Proactively escalating and bringing people with required expertise together to bring critical and important issues to closure
• Acting as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer
• Coordinating and overseeing all customer service delivery into the account
• Conducting periodic reviews with customer to review Juniper service delivery metrics, SLA and quality
• Establishing a customer-specific operational status and reporting framework (using ITIL), and leading in the delivery and presentation of status reports
• Using professional knowledge to review and assess open software defects
• Delivering proactive consulting services such as technical analysis and recommendations
• Partnering with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas
• Reviewing and evaluating network plans and assisting in the planning of new feature implementation and product deployment
• Engaging with HPE Networking engineering teams to improve potential quality issues with products
• Documenting and maintaining customer network solutions knowledge and educating other internal Juniper resources for a better support experience

The ideal candidate will have:

• 8+ years of experience in designing, implementing, and solving technical problems of state-of-the-art Datacenter, IP/MPLS-Networks
• A deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
• Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
• Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless
• ITIL Framework process knowledge
• Experience working in large enterprises, Network service providers
• Amiable communication, interpersonal and social skills
• HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents

We offer a comprehensive suite of benefits that supports the physical, financial, and emotional wellbeing of our team members and their loved ones.