Position-CFTS- SPOC Technical Support Engineer
Location– Bangalore
Experience: 8+ years
DESCRIPTION:
JTAC Tech Support Engineer 4 is technical support, is a position supporting office in Bengaluru supporting high-end customers with Service contracts across the EMEA region.
JTAC Tech Support Engineer 4 is a position that provides high level technical support for software-based solutions developed by Juniper PS (Professional Service), such as automations and customized offerings.
In this role, you would work closely with clients and other Juniper departments, on software solutions which are tailored to customer requirements.
It might be required to not only work on SR (Service Requests) but also work on lab environments, building automation or monitoring for in-house developed pieces of software. Eventually [FT1] you also will have influence on how solutions are built and deployed, which means the possibility to work on architecture and application source code.
As JTAC Tech Support Engineer 4 you would be ensuring seamless operation of customer solutions, accurately identifies customer requirements, expectations and addresses customer needs by providing the right support tailored to the specific tech area.
Position could require work on weekends based on project and Customer requirements.
Responsibilities:
- Maintaining and supporting customer solution platforms
- Building documentation, runbooks are automations together with PS
- Investigating and participating in resolution of the issues discovered/reported by the customer
- Escalating issues to the engineering team, if needed
- Documenting issues using available tools
- Participate in customer conference calls to discuss technical issues
- Contributing to the continuous improvement of customer solution platforms
- Identifying and advising preventive measures proactively, collaborating with various key stakeholders
- Close collaboration with DevOps teams
- Working with multiple development teams in resolving the issues found
- Writing and maintaining technical documentation (knowledge articles, operational/procedural documents) for internal and external use
POSITION REQUIREMENTS:
Required skills and qualifications:
- Possess outstanding problem-solving skills in the diagnosis and resolution of customer issues
- 4+ years of hands-on experience with Linux
- 3+ years of hands-on experience with Kubernetes, Docker, Jenkins, Ansible[BK2]
- 2+ years of automation using Python or other programming language[BK3]
- The candidate should have a good understanding of networking fundamentals (TCP/IP, UDP, routing and switching, firewalls).
- Experience and thorough understanding of microservice development architecture, Agile development model.
Preferred skills and qualifications:
- Knowledge of building pipeline/infrastructure like GitHub, CICD would be an added advantage.
- Knowledge and experience in programming in Java/C++/Python/Golang.
- Bonus points for experience with the modern monitoring stack (e.g. ELK Stack / Prometheus)
- Experience building lab environments for new solutions
- Work alongside project management teams to successfully monitor progress and implementation of initiatives
- Background using public or private cloud infrastructure like AWS, OpenStack etc...
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