Juniper

Location: Bucharest, Romania 

At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that through our core values Being Bold, Building Trust and Delivering Excellence. The role is part of the global Juniper Technical Assistance Center (JTAC) organization, supporting our customer base and help solving the most challenging connectivity issues of the industry. The Technical Support Engineer will support our products and work directly with our customers and partners. 

We are a diverse team of dedicated and highly skilled people who represent many nationalities, working in a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers. If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to troubleshoot, don’t hesitate and apply today! 

What you’ll be doing: 

Case Management: 

• Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.). 
• Take ownership of high priority or critical customer issues, isolate product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach 
• Replicate customer environments and issues in lab and collaborate with Engineering teams in providing bug fixes on software issues reported by customer 
• Collaborate with Service Managers and Technical Service Advisors on high-profile technical issues, and participate in customer meetings to lead technical discussions 
• Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves 

Knowledge Base Management: 

Contribute to technical documentation (FAQs, Solutions, Knowledge Base) for internal and/or external use 

Continual Improvements: 

Suggest ways to improve team performance and increase customer happiness. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability 

What we’re looking for: 

• Bachelor's degree in engineering, computer science or related field, or equivalent experience 
• At least 4+ years of experience in supporting large enterprise, datacenter, cloud and/or ISP networking environments 
• Proven experience in at least one of the following technology areas and willingness to develop skills in the other areas: 

1. IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers 
2. Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM) 
3. Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric 
4. Security technologies: Firewall, L2 and L3 VPN technologies 

• Experience with traffic generators and network protocols analysis tools 
• Strong problem-solving and troubleshooting skills 
• Strong customer management and customer service skills 
• Excellent communication and presentation skills 
• Able to work effectively under pressure and maintain a structured approach based on priorities 
• Able to effectively prioritize and balance time and actions to achieve results 
• Flexibility to take on different technologies, tasks and/or responsibilities depending on the overall goals of the team 

Nice to Have Qualifications: 

• Working experience with Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps 

Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions based on 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 based on individual qualifications, merit, and business need. 

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 

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...