Technical Support Engineer 4 - KK1011957

About the position

This position is for the ARC (Accelerated Response Care) team to upskill on JUNOS based platforms and understand the support process when solving customer issues on Juniper products. This is an Individual Contributor Role where you will troubleshoot issues related to configuration, hardware and software, replicate customer environments and network problems in the lab. You will be a customer advocate for timely resolution of the problems reported, understand the environment/network and influence business. You will take ownership for problem resolution and reproduction, be a fast learner, and keep pace with newer technologies. Participation in initiatives such as creating Knowledge Base and Whitepapers is expected. You will interface internally with Lead Engineers, Engineering, and Advance Services teams on any critical customer escalations. Availability to work in shifts and cover weekend rotations is required.

Responsibilities

• Troubleshoot issues related to configuration, hardware and software.
• Replicate customer environments and network problems in the lab.
• Act as a customer advocate for timely resolution of reported problems.
• Understand the environment/network and influence business decisions.
• Take ownership for problem resolution and reproduction.
• Participate in creating Knowledge Base and Whitepapers.
• Interface with Lead Engineers, Engineering, and Advance Services teams on critical customer escalations.
• Work in shifts and cover weekend rotations.

Requirements

• Minimum Bachelor's or Master's degree or equivalent in Electrical/Electronics/Computer/Telecommunication Engineering.
• 7+ years of experience in IP Network Routing and/or Switching domain - Troubleshooting, implementation, design etc.
• Excellent customer handling and communication (verbal and written) skills.
• Excellent problem-solving skills.
• In-depth knowledge of IP Packet flow.
• Proficiency in any 2 of the following technologies: Layer 3 Technologies, Layer 2 Technologies, Multiprotocol Label Switching (MPLS) & MPLS based Services, Other Networking Protocols & Features, Role of Switching Platforms in AI/ML based Data-Centers.

Nice-to-haves

• Platform knowledge (Routers/Switches/Firewalls) in one or more: Juniper, Cisco, Palo Alto, Arista, and others.
• Exposure to AI/ML.
• Experience with traffic generators (Ixia, Agilent)/traffic simulators, protocol analysers, testers etc.
• Preferred Certifications - JNCIE/CCIE.

Benefits

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