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Job Description: 

Position: SPOC- Technical Support Engineer 2

Role: CFTS (Customer Focused Technical Support) SPOC (Single Point of Contact) Technical Support Engineer 

Location: Bangalore 

The Customer Focused Technical Support (CFTS) Single Point of Contact (SPOC) Engineer is technical support position, working from the Juniper Technical Assistance Center (JTAC) office in Bengaluru supporting high-end customers with Service contracts across the EMEA region.

CFTS SPOC engineer is a position that acts in the very front line of complex networking projects. This front line will provide level 2 support for an ecosystem of multiple technologies and vendors, for which different procedures of problems reported and escalation must be used. This is a position that requires remarkably high knowledge of customer’s needs and project, as well as remarkably high sense of commitment with customer satisfaction, need flexible engineers who can couple with different TAC (Technical Assistance Center) centers and procedures while keeping clear view of his role’s responsibilities. 

Day-to-day work activity in this team involves resolving cases and working those through to resolution. You are gathering and analyzing critical information needed to understand the problem, breakdown into manageable components and follow up troubleshooting procedures and documentation from multiple technologies and vendors. The customer and you work together via remote sessions, or you request details of the customer problem and network design.

CFTS SPOC engineer accurately identifies customer requirements, expectations and addresses customer needs by involving the right resources at the right time. You need to be proactive for fast resolution of customer problems. When available the successful Engineer needs to analyze and debug core dump files and start to recreate the customer problem in the lab or verify if the issue is known in our problem database.

Your troubleshooting skills must be strong, and over time you must develop deep knowledge of the customers’ network topology and services, so you can start diagnosing and debugging the issues as efficiently as possible.

Most cases that enter the EMEA JTAC team are complex and do require strong technical skills, as well as customer management skills. As part of the aftercare, the JTAC Engineer actively participates in a review call with the customer where they will be providing technical updates and demonstrate ownership of the technical issues.

Position requires work on weekends, in rotation with other team members.

Technical requirements for the position:

  • Excellent troubleshooting skills, ability to work independently. 
  • Good understanding of networking protocols, and routing & switching technologies
  • Familiarity with Data Representation types 
  • XML (Required) 
  • JSON 
  • YAML 
  • The ability to write different scripts languages as per solutions requirements is a plus.
  • Python (required) 
  • Ruby 
  • Shell 
  • JavaScript 
  • XSLT 
  • SLAX 
  • Experience in POSIX-compliant Operating systems such as 
  • GNU/Linux 
  • FreeBSD 
  • Experience with Virtualizations technologies Is a Plus 
  • KVM 
  • VMware 
  • Familiarity with Kubernetes and Docker Is a Plus 

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

We will ensure that individuals with disabilities are provided 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

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Confirmed 15 hours ago. Posted 30+ days ago.

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