Senior Technical Support Manager - JP1010541

Location

Sunnyvale, CA | United States

Job description

Senior Technical Support Manager

• Ensuring that the team delivers expert, high-quality technical assistance to Juniper Network’s customers and for Juniper Networks products as measured using industry standard metrics. 
• Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.
• Work with the Sustaining and Development teams to ensure that customer found defects and product supportability gaps are addressed
• Manages the activities of a team of Senior Technical Support Engineers supporting customers who support specific customers across the Juniper product line..
• Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, case closure, response times and backlog management.
• Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.
• Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.
• Manages and tracks technical escalations ensuring thorough and timely technical updates to Advanced Services, Engineering and JTAC management.
• Conducts Juniper Technical Support process training and review sessions.
• Oversees the documentation and maintenance of customer information and educates other Juniper internal resources on the supported customer(s). Ensuring CFTS engineers adhere to ticket updating guidelines.
• Interviews, selects and hires technical support team members.
• Evaluates individual and team performance and provides guidance on resolving performance issues.
• Defines growth and career plans for all members of the team, including training, certifications, and any additional skills needed to be successful

JOB SPECIFICATIONS

• Bachelor’s degree in engineering or equivalent. Master’s degree is a plus.
• Minimum of 10 years of technical assistance center experience, with 5+ years in a leadership role.
• Demonstrated experience managing customer service support personnel in cross-functional, matrix based management work environments.
• In-depth knowledge of Juniper Networks or similar network company and system products. 
• Excellent communication and interpersonal/partnering/leadership skills.
• Some travel required up 30% of the time.

Minimum Salary: $142,500.00

Maximum Salary:$218,500.00

The pay range for this position is expected to be between $142,500.00 and $218,500.00/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. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.

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Salary