Juniper Technical Support Engineer 3 - Software Products (SDN / Contrail)
Juniper Networks
Bucharest, Romania
2 zile în urmă

Juniper Technical Support Engineer - Software Products (SDN / Contrail)

Location : Bucharest, Romania / flexibility to be home-based if outside of Bucharest

This is such an exciting time to be involved in the IT industry. Digital transformation is everywhere, with technologies such as Multi-Cloud, Automation, IoT, AI / ML and 5G driving the next waves of innovation.

Juniper Networks is at the heart of this transformation with its industry leading technologies that are ever more software defined, helping to solve the most complex issues in connectivity.

Our organisation is continuously growing and expanding and in this month we have officially open our first Juniper office in Romania.

Come and join us to make a difference!

Your career

We are hiring Juniper Customer Technical Support Engineers to join our growing Advanced Technical Assistance Center (ATAC) in Bucharest.

The engineer offers support for Software products (SDN / Contrail and other), working directly with our customers and partners.

In this role the engineer troubleshoots complicated software issues on the implemented Solution of the customer, and replicates customer network environments in the lab as needed to analyse and investigate root cause and fix or test fix software.

The Technical Support Engineer works with highly knowledgeable group of customers and acts as an escalation point for other TAC groups within the organization.

Working on case bases with the customer and company personnel to evaluate technical problems, determine the solution and assist customer in designing and / or implementing the fix.

Your troubleshooting skills have to be strong and you are requested to develop deep knowledge of the customers’ network topology and services, so you can start diagnosing and debugging the issues as time efficient as possible.

Most cases that enter the TAC team are complex and do require strong technical skills as well as customer management skills.

You will be actively participating in a review calls with the customer where you will be providing technical updates and demonstrate ownership of the complex technical issues.

As a result of the troubleshooting session(s) and your quality lab reproduction you will see yourself improve as the job is an art to scale down the customer issue to the level of the lab.

Your impact

  • Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web, which includes :
  • Managing critical customer issues and facilitating communication between customers, escalation, and engineering / Business unit or Professional Services.
  • Taking ownership of high priority or sensitive customer issues regarding integrated software issues and ensuring prompt restoration of service and resolution, by using a systematic problem-solving approach during the troubleshooting and software fault isolation phase of a case and providing temporary solutions which may involve scripting activities or software changes.
  • Provision of technical expertise and guidance during the operational phases of networks, as well as assistance during testing various changes or modifications of the integrated software involved.
  • Act as a customer advocate for timely resolution of issues and for problem reproduction and escalation, in relation with the engineering / software development teams.
  • Document appropriately the networking problems reported by customers, reproduce them in the lab environment as needed, and if necessary, coordinate fixes by engineering, Business Unit or Professional Services department.
  • Document appropriately the solutions provided to the incidents reported by clients, by writing technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website.
  • Working closely with the Service Managers by providing regular updates in regards the status on technical troubleshooting process, to help the service manage to gain a good understanding of the report problem
  • Work with various technical teams within Juniper Networks regarding new products (integrated software systems) and feature improvements by providing input on how to improve software reliability, availability, and serviceability.
  • Participate in cross functional tasks such as new product development projects (integrated software systems), support readiness teams, KB and other documentation activities.
  • Provide on-site support for customers when needed (although this would be a small percentage of time)
  • Your experience

  • Good troubleshooting skills, ability to work independently
  • Good knowledge of networking protocols
  • Very good knowledge of Linux
  • Good knowledge of Routing and switching technologies
  • Good knowledge of Data Representation types (following data representation types as examples, only one is required) XML (Required) JSON YAML
  • Ability to read different scripts languages as per solutions requirements (following languages as example only one is required) Python (required) Shell JavaScript Ansible
  • Experience in POSIX-compliant Operating systems such as GNU / Linux FreeBSD
  • Familiarity with Virtualizations technologies KVM VMWARE
  • Familiarity with Docker Is a Plus
  • Experience with Openstack (is a Plus)
  • 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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