Description
As a Senior Arc Support Engineer at Hewlett Packard Enterprise, you will lead and drive troubleshooting on customer-reported issues. Your primary responsibility will be to isolate product issues at the hardware or software level, drive cases end-to-end for permanent fixes, replicate customer environments in a lab, and document communication with customers and internal teams.
You will be a customer advocate for timely resolution of problems, understand the environment, network, and impact on business. You will gain in-depth knowledge of the infrastructure and technologies present in customers' network profiles, including network topology, features, configurations, and service history, resulting in faster resolutions.
Your responsibilities will include:
- Leading and driving troubleshooting on customer-reported issues
- Isolating product issues at the hardware or software level
- Driving cases end-to-end for permanent fixes
- Replicating customer environments in a lab
- Documenting communication with customers and internal teams
- Being a customer advocate for timely resolution of problems
- Understanding the environment, network, and impact on business
- Gaining in-depth knowledge of infrastructure and technologies in customers' network profiles
- Partnering internally with other services teams to deliver focused support
- Keeping other support teams trained on designated ARC customer networks and practices
- Providing technical expertise and guidance during testing, deployment, and operational phases for ARC customers
- Participating in tasks such as new product development projects, knowledge base creation, trainings, and documentation activities
- Mentoring newly hired support engineers and peers in technical areas of specialty
The products to be supported include Juniper Switching platforms (EX, QFX, etc.). This is an individual contributor role that requires weekend coverage as per roster and pager rotation coverage.
Requirements:
- Bachelor's degree in Electronics, Engineering, or Computer Science (or equivalent)
- Minimum 5 years of experience in the networking industry
- Excellent customer handling and communication skills
- Thorough understanding of Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
- Multicast protocols [IGMP, IGMP-snooping, PIM]
Preferred Skills:
- Advanced datacenter technologies - MC-LAG, VxLAN, EVPN
- Perl, Python, Unix, Expect scripting
- 7+ years of extensive JUNOS experience or minimum 5+ years of experience in troubleshooting datacenter networks, enterprise core networks
- Platform knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)
- Preferred certifications: JNCIS/JNCIP/JNCIE/CCNA/CCNP/CCIE and others equivalent
What We Can Offer You:
- Comprehensive suite of benefits that support physical, financial, and emotional wellbeing
- Investment in your career through specific programs to help you reach your career goals
- Unconditional inclusion and celebration of individual uniqueness