Technical Support Engineer 4
Location (HYBRID): Sunnyvale, CA
The Technical Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers, and clients for timely resolution of issues.
We are looking for qualified candidates with excellent troubleshooting skills for complicated hardware and software issues. Strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required. Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel required. Find ways to improve our customer experience by suggesting methods of improving/enhancing our instrumentation, User Interface, installation, upgradeability, etc.
Responsibilities:
- Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests.
- Mentor newly hired support engineers and peers in technical areas of specialty.
- Provide ongoing technical and process training on new product developments and service offerings.
- Serve as team escalation point for difficult technical and customer issues.
- Participate as technical expert in product marketing meetings, and support readiness project work.
- Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
- Document all actions taken toward resolving customer issues in contact tracking database.
- Develop common question and answer documentation to be included in department knowledge base.
- Provide regional and overflow telephone support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
- Some weekend work or pager rotation coverage, onsite troubleshooting, and occasional travel required.
Experience and Required Skills:
- 1-2 years of experience supporting enterprise networks.
- Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, RIP, VRRP, IGMP, MPLS, EVPN/VXLAN).
- AI/ML experience a plus.
- Hands-on experience in configuration and troubleshooting of switches and routers.
- Experience with Unix/Linux.
- Scripting experience in Basic Shell and Python.
- Strong transferable skills in other networking disciplines.
- Strong communication and interpersonal skills required.
- Network Storage experience is desired (NAS, SAN, FC, ESX, VM).
- Requires B.S. and/or higher-level degree in Computer Science, or Telecommunications.
Minimum Salary: $108,750.00
Maximum Salary: $166,750.00
The pay range for this position is expected to be between $108,750.00 and $166,750.00/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.
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