Juniper

Advanced Technical Support Engineer - Switching (EX/QFX)

Location (HYBRID): Ottawa, Ontario, CANADA

The Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers, and clients for timely resolution of issues. 

We are looking for qualified candidates with excellent troubleshooting skills for complicated hardware and software issues. Strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required. Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel are required. Find ways to improve our customer experience by suggesting methods of improving/enhancing our instrumentation, User Interface, installation, upgradeability, etc. 

Responsibilities:

• Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.
• Mentor newly hired support engineers and peers in technical areas of specialty. This includes providing training for other teams. 
• Provide ongoing technical and process training on new product developments and service offerings. 
• Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required. 
• Participate as technical expert in product marketing meetings, and support readiness project work. 
• Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions. 
• Document all actions taken toward resolving customer issues in contact tracking database. 
• Develop common question and answer documentation to be included in department knowledge base. 
• Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe. 
• Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required. 

Experience and Required Skills: 

• Minimum 4 years of experience supporting Data Center and Enterprise networks. 
• Extensive and deep knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN. 
• EVPN/VxLAN is highly desired. 
• AI/ML experience a plus
• Hands-on experience in configuration and troubleshooting of switches and routers. 
• Experience with Unix/Linux
• Experience with traffic generator tools such as Spirent and IXIA.
• Scripting experience in Basic Shell and Python
• Strong transferable skills in other networking disciplines. 
• Strong communication and interpersonal skills required. 
• Network Storage experience is desired (NAS, SAN, FC, ESX, VM) 
• Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience.

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ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

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...