Technical Support Engineer

Location

Ottawa, ON | Canada

Job description

Technical Support Engineer Staff – Routing


Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sustain the high-speed networks that power our daily lives? Think you’ve got what it takes to work on these networks and keep up with their demands or – even better – get ahead of their next challenge? Be a true partner? If so – read on.


The Technical Support Engineer Staff reports to the Global Services(GS) division of Juniper Networks, specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to Juniper’s top-tier customers worldwide – customers who test the traditional bounds of what can be done.


To do this, Juniper’s premier customers increasingly rely on experts like the Technical Support Engineer -technically astute and network-aware senior engineers in an organization. In short, our most expert customers can’t do what they do without a designated team of senior engineers. And that’s you -- with in-depth product knowledge (switching, routing, and/or security) and highly focused troubleshooting skills relevant to a customer’s particular network.


To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in any of routing, switching, or data center domains. Your ability to troubleshoot product problems; diagnose critical and complex network issues; and learn your customer’s infrastructure and technologies; are what bring you applause, success, and thanks in the Support organization.


In this position, your primary role is one of “break/fix”, where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems. As one tool, you replicate customers’ problems in Juniper’s state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.


Key Responsibilities :  

• Become the dedicated technical support contact and handle high priority on specific Juniper Networks Routing products ( M-Series, T-Series, MX-Series, PTX-Series, ACX-Series routers, and virtual products like vMX);
• 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 the lab and work closely with the Juniper Engineering team in providing bug fixes on software issues reported by the customers;
• 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 and Juniper management teams 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 customer's 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 team performance and increase customer satisfaction.

Minimum Qualifications:  

• 8+ years of working experience in the networking domain supporting large IP networks;
• Experience in leading and training teams on new products/features/complex issues.

Solid working experience in most of the following:

• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers;
• Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM), Traffic Engineering;
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric;
• 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, and SRX will be given preference;
• JNCIE/CCIE lab-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);
• The candidate will have achieved a level of higher education (Bachelor's or master’s degree in electrical engineering, computer science, or equivalent).

Personal Traits:

• Customer Centric;
• Team Player;
• Problem-solving mindset;
• Action attitude.

Company operating name: Juniper Networks Canada Inc. 
Business Address: 200-1000 Innovation Drive, Kanata, ON K2K E37
Terms of employment: Fulltime, permanent/direct hire 
Annual Salary: CAD 110,000 to C$132,000 per annum plus discretionary bonus 
Benefits package: life, disability, accidental death and dismemberment, extended healthcare, dental 

 
Juniper is committed to integration and equal opportunity. Accommodation is available to all applicants upon request through our recruitment process. 

TO APPLY: Please email your resume to [email protected] 

Job tags

Salary

$109.99k - $132k per year