Technical Support Engineer 4 (GovTAC)
Work Authorization: U.S. Citizenship Required
Juniper Networks is the leader in high-performance networking. We offer ample growth, training, and leadership opportunities for candidates with a passion for Networking and the Internet. We are seeking talented technical professionals with all levels of networking and network security skills who are interested in a career working with customers. Our employees are in a unique position to expand their interests, realize their full potential, and build a reputation with a recognized industry leader.
The candidate will provide high-level technical guidance and support on Juniper routing, switching, and security products to our federal customers. This role is critical in helping our customers realize the full benefit of Juniper product set. This is where you will be able to apply your extensive experience supporting large-scale networks, as well as broad product knowledge in routing, switching or security (firewalls). Your ability to troubleshoot and diagnose critical and complex network issues, and to learn your customer’s infrastructure and technologies, are what bring you applause, success, and thanks in the support organization.
Responsibilities:
Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem-solving approach
Document Troubleshooting Steps Thoroughly. Communicate and document case work thoroughly keeping all stakeholders and customer informed.
Provide Detailed Case Notes. Capture key findings, root cause analysis (RCA) insights, and resolution steps.
Communicate Progress Proactively. Regularly update tickets with progress notes and any changes in issue status. Ensure stakeholders have real-time visibility into ongoing cases and can make informed decisions quickly.
Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
Work closely with other internal teams to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
Sound documentation of technical support issues using the available tools is an essential element of the role
Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction
Basic Qualifications:
In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)
Minimum Salary: $103,488.00
Maximum Salary:$148,764.00
The pay range for this position is expected to be between $103,488.00 and $148,764.00/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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