Technical Support Engineer - Escalation TAC
Apply NowCompany: Juniper Networks, Inc.
Location: Herndon, VA 20171
Description:
At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
Escalation Engineer Role & Responsibilities
Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Juniper Networks' products' most technically complex or politically sensitive support situations. Collaborating with other teams to find and resolve customer issues. Providing feedback to the Engineering, and product teams for product improvements. Monitoring and reviewing escalated cases. Creating, reviewing documents such as Knowledge Base articles, Product Support Notifications, and training.
**Location: Hybrid Remote Possible
Technical Expertise
Extensive knowledge in networking technologies, troubleshooting, provisioning, and management of networking equipment. Working knowledge regarding virtualization, software development, and scripting. Use traceoption, syslog analysis, packet captures, source code, debugging tools, or develop home-grown tools to analyze problems and develop solutions to meet customer needs. Review Functional Specs to ensure debugging, supportability, and resiliency features are incorporated.
Cross-Functional Environment
Provide customer feedback to various Business Units, regarding common problems. Work together to provide solutions to the customer which may include a workaround, software or hardware improvement, and recommend changes to the design of our product. Leverage lesson learned to drive product improvements and supportability.
Mentor
Develop workshops, deliver software quality and supportability reviews, risk assessments. Train and support JTAC Engineers and help them resolve service requests (SRs'). Inspired others by setting an example, coaching, and leadership skills. Willing and eager to learn from each other's.
Detailed Responsibilities for Software and Hardware Escalation Engineers:
Required Skills:
Minimum Salary: $141,600.00
Maximum Salary:$203,550.00
The pay range for this position is expected to be between $141,600.00 and $203,550.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.
ABOUT JUNIPER NETWORKS
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPER
At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We'd love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.
Information for applicants about E-Verify / E-Verify Informacin en espaol: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
E-Verify is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
Escalation Engineer Role & Responsibilities
Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Juniper Networks' products' most technically complex or politically sensitive support situations. Collaborating with other teams to find and resolve customer issues. Providing feedback to the Engineering, and product teams for product improvements. Monitoring and reviewing escalated cases. Creating, reviewing documents such as Knowledge Base articles, Product Support Notifications, and training.
**Location: Hybrid Remote Possible
Technical Expertise
Extensive knowledge in networking technologies, troubleshooting, provisioning, and management of networking equipment. Working knowledge regarding virtualization, software development, and scripting. Use traceoption, syslog analysis, packet captures, source code, debugging tools, or develop home-grown tools to analyze problems and develop solutions to meet customer needs. Review Functional Specs to ensure debugging, supportability, and resiliency features are incorporated.
Cross-Functional Environment
Provide customer feedback to various Business Units, regarding common problems. Work together to provide solutions to the customer which may include a workaround, software or hardware improvement, and recommend changes to the design of our product. Leverage lesson learned to drive product improvements and supportability.
Mentor
Develop workshops, deliver software quality and supportability reviews, risk assessments. Train and support JTAC Engineers and help them resolve service requests (SRs'). Inspired others by setting an example, coaching, and leadership skills. Willing and eager to learn from each other's.
Detailed Responsibilities for Software and Hardware Escalation Engineers:
- Act as the escalation point of contact for level 1 and 2 Technical Support teams.
- Engage in live debugging sessions
- Technical lead in driving resolution/workaround on escalated issues.
- Collaborate with our Engineering team on bug fixes.
- Recreate customer network issues in our lab environment for problem characterization and isolate root cause.
- Verify software fixes to confirm the customers' technical issues are resolved and without regressions.
- Coordinate with JRM on software release delivery.
- Publish TSBs/KBs to alert internal/external customers of product issues with wide exposure and impact.
- Leverage lessons learned to drive product improvements/debuggability (BTB).
- Review Functional Specs to ensure debugging/resiliency features are incorporated.
- Provide technical trainings/papers on product architecture, packet-flow, troubleshooting guides to JTAC engineers. Work with JTAC engineers on one-on-one sessions.
- Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC.
- Hardware: Perform Failure Analysis for field returned hardware.
- Hardware: Solutions for hardware issues could be addressed by software change, firmware update, or new hardware. Evaluate and recommend a solution that is easy to implement and least impactful to customers and Juniper.
Required Skills:
- 7+ years of working experience in an advanced network support role, 2-3 of these years would be spent supporting large IP networks
- Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)
- Working experience with Junos - Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps
- Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)
- Strong communication skills, including influencing and collaboration skills, are a must
- Strong customer management and customer service skills
- Excellent presentation skills
- Juniper Certifications are a strong plus
Minimum Salary: $141,600.00
Maximum Salary:$203,550.00
The pay range for this position is expected to be between $141,600.00 and $203,550.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.
ABOUT JUNIPER NETWORKS
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPER
At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We'd love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.
Information for applicants about E-Verify / E-Verify Informacin en espaol: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
E-Verify is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.