Juniper

Location: Bucharest, Romania

This is a job description for a Juniper Customer Technical Support Engineer focused on support for products of Juniper Software portfolio.

The position is part of the Juniper Technical Assistance Centre (JTAC). The Technical Support Engineer offers support for Software products (SDN and other) working directly with our customers and partners. In this role the engineer troubleshoots complicated software issues on the implemented Solution of the customer, and replicates customer network environments in the lab as needed to analyze and investigate root cause and fix or test fix software.

The Technical Support Engineer works with highly knowledgeable group of customers and acts as an escalation point for other TAC groups within the organization.

Responsibilities:

Provide Tier 3 Support for Value-Added-resellers, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web, which includes:

• Managing critical customer issues and manage communication between customers, escalation, and engineering / Business unit or Professional Services;
• Taking ownership of high priority or sensitive customer issues regarding integrated software issues and ensuring prompt restoration of service and resolution, by using a systematic problem-solving approach during the troubleshooting and software fault isolation phase of a case and providing temporary solutions which may involve scripting activities or software changes;
• Provision of technical expertise and guidance during the operational phases of networks, as well as assistance during testing various changes or modifications of the integrated software involved;
• Act as a customer advocate for timely resolution of issues and for problem reproduction and escalation, in relation with the engineering/software development teams;
• Document appropriately the networking problems reported by customers, reproduce them in the lab environment as needed, and if necessary, coordinate fixes by engineering, Business Unit or Professional Services department;
• Document appropriately the solutions provided to the incidents reported by clients, by writing technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website;
• Working closely with the Service Managers by providing regular updates in regards the status on technical troubleshooting process, to help the service manage to gain a good understanding of the report problem;
• Work with various technical teams within Juniper Networks regarding new products (integrated software systems) and feature improvements by providing input on how to improve software reliability, availability, and serviceability;
• Participate in cross functional tasks such as new product development projects (integrated software systems), support readiness teams, KB and other documentation activities;
• Provide on-site support for customers when needed (although this would be a small percentage of time).

Competencies and Skills:

Networking (at least in one of the below):

• Good knowledge of the following Service Provider stack and protocols: MPLS, RSVP, LDP, SR, L3VPN, BGP, ISIS, OSPF;
• Extensive and deep knowledge in Data Center technologies: EVPN/VXLAN, DCI, MPLSoGRE, MPLSoUDP, MC-LAG;
• Extensive and deep knowledge of security solutions and concepts on Layers 2-7 (including Stateful Firewalls, NG-FW), Network/Transport Layer security services (especially IPsec VPNs), and Cloud-based security services.

DevOps and Linux:

• Must have knowledge in Linux (preferably Red Hat or Centos) operating system stacks and services;
• Good understanding of ELK stack;
• The ideal candidate has experience with container technologies using Docker and container orchestrators (Kubernetes, Openshift, Juju);
• The ideal candidate will have hands-on experience of virtualisation solutions (KVM, VMware) and virtualization orchestrators (VMware vCenter, Openstack).

Programming:

• Ability to read different scripts languages (bash, Python);
• The ideal candidate is able to write shell or Python scripts (to automatize various tasks).

SDN:

• Prior experience with Juniper Software products is a plus (Contrail, Northstar, Paragon, Junos Space, SSR, CORERO, JSA, Sky Enterprise, Health Bot, Apstra).

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...