Job description

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.

Summary:

An Escalation Engineer to provide expert-level technical support for critical escalations, to identify product gaps and drive product improvements, and to provide technical trainings for the JTAC teams.

Responsibilities:

Provide consultation on technical escalations and drive root cause corrective actions (RCCA)
Problem replication, troubleshooting, and root cause isolation
Produce knowledge in forms of KAs, Whitepapers, Troubleshooting Guides, and Technical Training
Drive product supportability items that will improve product stability, functionality, and robustness
Mentor/train JTAC Engineers
Identify testing gaps and collaborate with QA team to drive root cause corrective actions (RCCA)
Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC
Produce and review Knowledge Assets (KA) and Technical Support Bulletins (TSB)

General Requirements:

Technical Support Experience
Knowledge of Networking Protocols and Products
Capable of using Python, C, C++, and HTML languages to develop debugging scripting tools
Exceptional verbal and written communication skills
Capable of working with cross-functional teams
Ability to work independently and troubleshoot complex problems

Technical Support Engineer 4