Juniper Technical Support Engineer - Netrounds subject matter experts
Juniper Networks
Bucharest, Romania
‎în urmă cu 19 ore

Juniper Technical Support Engineer (Netrounds subject matter experts)

Location : Bucharest, Romania

There has never been so much opportunity in technology as there is today. Opportunities to carve a niche for yourself within trends in emerging technologies whilst evolving within the industry, continually learning, growing and finding new and inspiring projects to own and succeed in are constantly presenting themselves.

Juniper recently acquired Netrounds, a company that deliver software that verifies that services and networks work when delivered and continue to work throughout its lifetime.

Netrounds has always set ambitious goals and continuously strived to innovate and push ourselves further. This is something that we are proud of, and we think that it not only says a lot about us, but also a lot about who we are looking for.

So, are you looking to take responsibility as a subject matter expert for Netrounds products within Juniper TAC and Customer Care, and to work close to an ambitious team on the cutting edge of networking and cloud technology?

Most importantly, are you hungry to learn and work with other like-minded and tech-focused professionals?

Then we need you.

We are on the lookout for two ambitious Support Engineers that will work as subject matter experts on Netrounds, and work in tight collaboration with the Netrounds PLM and Engineering teams, to build a professional support and customer care.

What will you accomplish?

You will be responsible for technical support of Netrounds products and services. The role includes frequent interaction with customers, engineering and PLM teams, taking ownership of customer issues, and seeing incidents and problems through to resolution by handling customer / partner dialogue as well as researching, diagnosing, troubleshooting and identifying solutions to incidents and problems.

By understanding Netrounds’ portfolio and the network operator environment, you will be able to explain to global communications service providers (CSPs) and larger enterprises how they can improve their business by using the Netrounds active testing and service assurance platform including our online services. You are expected to :

  • Act as a subject-matter expert on Netrounds products within JTAC and customer care by building competence on Netrounds products and do knowledge transfer to the entire JTAC and customer care teams.
  • Represent customers interests when interacting with Netrounds PLM team.
  • Design and Build customer staging environments to reproduce customer reported issues and questions
  • Work with Customer Care to secure a professional support of Netrounds products.
  • Technical Support Pick up Support Tickets and resolve them to customer’s satisfaction.
  • Analyze and troubleshoot product issues in a timely fashion and meet customer expectations.
  • Bug Reproduction & Reporting Reproduce bugs in lab environment and report them to R&D as Bug Tickets. Confirm bug fixes in lab and / or with the affected customer.
  • Work with engineering teams by reporting bugs, enhancement requests and verifying their resolution.
  • Build positive and productive working relationships with customers for business growth.
  • Troubleshoot Netrounds SaaS and On-prem installations
  • Provide on-site support for customers when needed (although this would be a small percentage of time)
  • Experience Requirements :

    It is required that you love interacting with people and that you can troubleshoot and resolve technical issues and inquiries with high quality.

    You are known for your excellent drive and persistence. You are results-oriented and have a structured and analytical approach to handling customer demands and challenges.

    You have the ability to work under pressure, communicating effectively and translating customer and partner issues and requirements into Engineering.

    This role requires a strong combination of social skills as well as an ability to understand Netrounds’ portfolio and the network operations environment.

    You will need skills to be able to talk to technical counterparts at customers and partners.

    You will have the following skills and experience :

  • Minimum 3 years of experience with an equipment vendor, Internet service provider (preferably in a Network Operation Center) or enterprise IT department.
  • Fluent, comprehensive use of English language in both writing and speech.
  • Excellent interpersonal communication skills and an ability to maintain composure and professionalism under pressure.
  • Applying a structured method when analyzing and drawing conclusion during troubleshooting complex software / network environments.
  • Concentrated focus on assuring customer satisfaction.
  • Strong understanding of service providers’ and large enterprises’ challenges and goals from an operational viewpoint.
  • Full-stack networking experience, from L2 to application layer, routing, QoS and firewalls.
  • Practical hands-on skills in analyzing packets captures.
  • Extensive Linux experience, including shell scripting.
  • Familiarity with virtual machines as well as containers (Docker).
  • Experience with machine-to-machine integration via e.g., REST, NETCONF & YANG, SNMP, and streaming APIs.
  • In addition, the following skills will be welcome but not required :

  • Experience with Virtual Infrastructure Managers for virtual machines (e.g., OpenStack) and containers (e.g., Kubernetes).
  • Scripting / programming knowledge. Python and C preferred.
  • Experience with designing and / or troubleshooting wireless networks including Mobile and Wi-Fi networks
  • Theoretical or practical experience of more overlay networking technologies (e.g SD-WAN, SDN, NFV).
  • Theoretical or practical experience of provisioning and troubleshooting triple play services.
  • Experience working with one or more public cloud compute platforms (e.g AWS, GCP or Azure).
  • Education Requirements

    University degree, preferably B. Sc. or M. Sc. in Computer Science or Telecommunications or equal working experience.

    ABOUT JUNIPER NETWORKS

    Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking.

    Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success.

    Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone.

    We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

    WHERE WILL YOU DO YOUR BEST WORK?

    Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected.

    We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people.

    The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work.

    At Juniper we believe this is more than a job - it's an opportunity to help change the world...

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