Senior Staff, Technical Support Engineer (Top Secret w/ SCI Clearance) - JB1012104

$125,400 - $192,280/Yr

Juniper Networks - Herndon, VA

Full-time - Senior

Herndon, VA

Merchant Wholesalers, Durable Goods

About the position

The Senior Staff, Technical Support Engineer role at Juniper Networks is a critical position that provides high-level technical guidance and support for Juniper's routing, switching, and security products to federal customers. This position requires a Top Secret Security clearance with SCI and involves on-site support. The engineer will leverage extensive experience in large-scale networks to troubleshoot complex issues, ensuring customer satisfaction and effective resolution of high-priority problems. The role emphasizes a systematic approach to problem-solving, proactive communication, and collaboration with various technical teams to enhance product reliability and customer experience.

Responsibilities

• Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction.
• Document troubleshooting steps thoroughly and communicate case work to keep all stakeholders informed.
• Provide detailed case notes capturing key findings, root cause analysis, and resolution steps.
• Communicate progress proactively by regularly updating tickets with progress notes and changes in issue status.
• Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions.
• Provide input on new products and feature improvements for reliability, availability, and serviceability.
• Support internal teams in understanding technical issues and their resolution, driving high-profile technical escalations.
• Participate in customer conference calls and face-to-face meetings to discuss technical issues.
• Develop and maintain skills in core products and technologies, highlighting any training needs as customer networks evolve.
• Contribute to technical documentation for internal and external use.

Requirements

• Top Secret Security w/ SCI Clearance and on-site support required.
• Higher education (bachelor's or master's degree in electrical engineering or computer science or equivalent).
• 10+ years of working experience in a network support role, with 2-3 years supporting large IP networks.
• 10+ years supporting customers on-site and via phone, capable of supporting a complex and high-profile customer base.
• Strong operating and troubleshooting knowledge across routing, switching, or security technologies: TCP/IP, BGP, OSPF, ISIS, MPLS, Multicast protocols.
• Extensive knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, QoS, Spanning Tree, RIP, VRRP, IGMP).
• Working experience with traffic generators and network protocols analysis tools.
• Experience with Linux, FreeBSD, and scripting languages (Python, Slax, Perl).
• Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay.
• Excellent presentation skills.

Nice-to-haves

• Knowledge of network management skills (SNMP, XML, LDAP, COPS).
• Unix administrator skills.
• Knowledge of QOS, NAT, Firewall, MPLS/VPNs, IPSec, Stateful Packet Inspection, and common methods of attacks.

Benefits

• Medical benefits
• 401(k) eligibility
• Vacation
• Sick time
• Parental leave