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.
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 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 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...
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