Description
As a Senior Technical Service Advisor, you will be a customer advocate within Juniper and serve as a single point of contact for the customer's post-sales service needs.
Your primary responsibilities will include:
- Staying aligned with the customer and accounts team regarding service sales and delivery
- Supporting case resolution as per SLAs and expediting/escalating critical issues among Juniper technical support teams
- Providing relevant technical inputs to facilitate and expedite escalated problem resolution
- Proactively escalating and bringing people with required expertise together to resolve critical and important issues
- Acting as an interlock between the customer and Juniper Professional Services, Advanced Services, and Education Services
- Engaging on major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers
- Conducting periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality
- Establishing a customer-specific operational status and reporting framework (preferably using ITIL)
- Using technical knowledge to review and assess open software defects and partnering with the customer to develop mitigation plans
- Assisting the customer in utilizing proactive consulting services such as technical analysis and recommendations
- Partnering with customers in conducting periodic Juniper product health checks and configuration/design reviews
- Reviewing and evaluating network change plans and assisting in the planning of new feature implementation and product deployment
- Engaging with Juniper engineering teams to improve potential quality issues with products
- Documenting and maintaining customer network solutions knowledge and educating other internal Juniper resources
To be successful in this role, you will need to bring:
- A deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
- Reasonable expertise in Layer2 and Layer3 protocols such as VRRP, OSPF, BGP, Multicast, and MPLS VPN
- Knowledge and experience of newer technologies such as Segment Routing, Traffic Engineering, DC switching, VxLAN, EVPN, SD-WAN, and Wireless (desirable)
- Experience working in large enterprises or network service providers (advantageous)
- ITIL Framework process knowledge (advantageous)
- Experience and desire to work on automation (valuable)
- Excellent communication, interpersonal, and social skills
- Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents (helpful)
In return, we offer a comprehensive suite of benefits that support physical, financial, and emotional wellbeing, investment in your career, and an inclusive work environment.