Technical Support Engineer

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

Position: Technical Support Engineer – Routing & Switching

Business Unit: Juniper TAC (ATAC/CFTS)

Location: Bangalore

This position is for the TAC (Technical Assistance Centre) of Juniper for their Juniper M/T/Mx/PTX/ACX series products support.

Level 2/3 and Product Escalation support

Individual Contributor Role

• Support Juniper M/T/Mx/PTX/ACX series products, working directly with our customers and partners.
• Work with highly knowledgeable group of customers and partners. Be an escalation point for other TAC groups within the organization.
• Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
• Manage and own critical customer escalations. Facilitate, own and document communication among customers, escalation, and engineering.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
• Take ownership for problem resolution, problem reproduction and escalation.
• Be a fast learner and keep pace with newer technologies
• Participate in cross functional tasks such as new product development projects, create Knowledge Base and Whitepapers.
• Help improve processes and tools.

Requirements

Requires B.E. in Electronics Engineering or Computer Science with supporting/Designing/implementing IP networks.

Candidates who have extensively worked on Troubleshooting, implementation and support of large IP networks.

Primary Skills

Excellent Customer handling and communication (verbal and written) skills

Thorough understanding (Packet level) of -

• IP Packet flow, OSI layers
• Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
• IP routing protocols (BGP, OSPF, ISIS , RIP)
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)

Understanding/Exposure/Expertise in one or more areas -

• MPLS, VPLS, L2 and L3 VPN
• MPLS Traffic Engineering, LDP, RSVP
• Multicast technologies NG-MVPN, PIM
• Perl/Unix/Expect scripting

Experience:

• 4-15 years’ experience on Troubleshooting, implementation and support of large IP networks (preferably Service Provider).
• Experience in directly interacting with customers (globally) highly desired

Platform Knowledge: Juniper (routers, switches), Cisco, Nortel, Huawei, traffic generators (Ixia, Agilent)/ traffic simulators, protocol analyzers, testers etc (not all are required but some of these are good to have).

Preferred Certifications - CCNA/CCNP/CCIE, JNCIS-M, JNCIP-M, JNCIE-M, CCIE-SP

About Juniper Networks

Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.