- Become the dedicated focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks Routing products ( SRX High end and Low end series , Virtual SRX )
- Gain in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
- Take ownership of high priority or sensitive customer issues, Isolate Juniper product issues at network/hardware/software level, ensure prompt service restoration and resolution to the customer s satisfaction, by using a systematic problem-solving approach.
- Replicate customer environments and issues in lab and work closely with Juniper Engineering team in providing bug fixes on software issues reported by customer.
- Work closely with other Global Services(GS) teams to ensure knowledge share of the customer s networks, issues and solutions. Keep GS management informed of all sensitive issues
- Provide necessary support to the Service Managers for high profile technical escalations , Involvement in conference calls and/or face to face customer account meetings to discuss technical escalations.
- Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve.
- Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability.
- Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use.
- Develop a Can-Do attitude and suggest ways to improve the team performance and increase customer s satisfaction.
- This is an individual contributor role. There can be rotational weekend coverages to support customers.
What you need to bring:
The candidate will have achieved a level of higher education (Bachelor or master s degree in electrical engineering, computer science or equivalent)
At least 7 - 12 years of relevant working experience in the networking domain, [e.g. 3] of these years of which would be spent supporting large IP networks
Solid working experience in most of the following :
o IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
o Security Technologies :
- VPNs, IPSec, GRE, SSL/SSH , QoS, DES, 3DES, MD5, SHA, PKI , Various Denial of Service attacks, SYN flood , Replay attacks
- Concepts of Stateful packet inceptions, Application of Firewalls, access/perimeter control, vulnerability management and intrusion detection
o Other protocols: NAT , OSPF , BGP , Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP , High availability (Clustering) and Gateway redundancy protocols (VRRP)
Working experience with traffic generators and network protocols analysis tools
Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios
Strong customer management and customer service skills
Excellent communication and presentation skills
Language skills: English (fluent verbal and written),
Diplomacy and good customer facing skills to understand and effectively address sensitive customer situations
Preferred Qualifications:
Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX, Contrail will be given preference
JNCIE/CCIE lab or other security product certified personnel would have a distinct advantage
Working experience with Operating System architectures (*nix , FreeBSD) , Virtualization, Hardware (CPU, memory, controller (and so on types), Scripting languages (TCL, Perl, Ansible, Puppet, C , C++), Service daemons (DHCP, DNS, TACACS, Radius)
Personal Traits:
Customer Centric
Team Player
Problem-solving mindset
Action attitude
Other Information [regional specific]:
Relocation is available for this position
Travel requirements for the position less than 10%
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)
