Summary:
Technical Support Engineer in Juniper TAC (Technical Assistance Centre) is a Senior Technical role for supporting Customer escalations on Juniper s Campus & Data-Center products (EX, QFX & Q-Fabric) & technologies.
Key Responsibilities
- The candidate is expected to work on highly demanding customer escalations and be the end-to-end owner till the customer issues are resolved satisfactorily.
- Work with various internal and external stakeholders to set expectations, prioritize actions and communicate effectively.
- Closely engage with Engineering teams to resolve customer reported escalations or product challenges.
- Own New Product/Feature readiness to ensure the team is ready when the product comes to market.
- Knowledge Creation, Quality / Continuous improvement initiatives and Training / Mentoring activities.
- Be a Team player, flexible to work on Weekends/Holidays as per the Business requirement.
Mandatory Skills:
- Ability to work independently and in a team setup to deliver outcomes with minimal supervision.
- Self-learner with appetite for continuous development.
- Logical troubleshooting skills in a complex and dynamic work environment.
- Excellent verbal/written communication skills.
- In-depth knowledge of the following:
- Switching Technology [xSTP, VRRP, LACP, Dot1x, COS, QOS]
- IP and related protocols (ARP, ICMP, TCP, UDP, DNS, DHCP),
- IP routing protocols (BGP, OSPF, RIP),
- MPLS, EVPN, VXLAN understanding would be an added advantage.
- Multicast related protocol [IGMP,IGMP-snooping, PIM]
- Scripting skills like Python, Perl, or Shell (bash, ksh, csh) would be considered as added advantage.
Preferred Work Experience
- Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers
- Troubleshooting complex networking in Routing/Switching domain
- Experience in working with Product Development/Engineering team to resolve customer reported issues.
- Proven track record of implementing automation technologies.
- Network Design and implementation experience in Datacenters would be a plus.
Educational Qualification
- Engineering Graduates with 10+ years of relevant work experience
- JNCIE or CCIE in Routing & Switching is a Plus.