Job Directory Customer Focused Network Support Engineer

Customer Focused Network Support Engineer
Westford, MA

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Job Description

About the Group:

We are rapidly expanding our services operations to include cloud services and are looking for key people to facilitate that expansion. We are looking for a problem solver; someone who enjoys debugging code, resolving issues, and creating solutions for common problems. This team needs someone who understands being proactive and reactive, sometimes at the same time.

The candidate will be required to provide a high level of technical support/guidance on Juniper routing/switching platforms to the top Juniper Networks customers. This role is critical in helping the strategic customers realize the full benefit of Juniper product set.

About the position:

Our Customer Focused Technical Support Team (CFTS) is looking for a highly motivated, self-starter engineer who is willing to build career in technical support role in switching domain.


* Troubleshoot complicated hardware and software issues and replicate customer environments and network problems in the lab related to Juniper routing products
* Manage critical customer issues and facilitate communication between customers, escalation and engineering
* Act as a customer advocate for the timely resolution of issues and problem reproduction and escalation
* Document and reproduce customer related networking issues and if necessary, coordinate the fixes with the engineering department
* Participate in cross functional tasks such as new product development projects, support readiness teams, KB and other documentation activities and help to improve processes and tools
* Write knowledge base articles to document common problems and their resolution for organization wide reference.
* Work with TSE(s) for developing test scripts (Python/Pearl), test environment and RCA document.

Minimum Qualifications:

* Minimum Bachelor's degree or equivalent in Computer Engineering, Electrical and Electronics or Telecommunications, or a related field.
* Minimum number of years work experience in technical support role : 5 year
* Industry/Market experience : Experience working with Juniper routers, switches and firewalls is plus
* Functional/Technical experience : Network certifications (or equivalent training/experience) are desired but not required

Preferred Qualifications:

* Switching protocols: Spanning Tree Protocol (STP), ARP, Layer 2 VPN, Virtual Private LAN Service (VPLS), and Easy VPN (EVPN)
* IP Routing Protocols: Design, implement, and troubleshoot Border Gateway Protocol (BGP), Open Shortest Path First (OSPF), Intermediate System-to-Intermediate System (ISIS), and Routing Information Protocol (RIP) protocols.
* Multiprotocol Label Switching (MPLS) & MPLS based Services: Design, implement, and troubleshoot MPLS, MPLS traffic engineering, Label Distribution Protocol (LDP), Resource Reservation Protocol (RSVP), Layer 3 Virtual Private Network (VPN).
* Multicast Protocols: Design, Implement, and troubleshoot networks running Protocol Independent Multicast (PIM), Internet Group Management Protocol (IGMP), and Multicast VPN.
* Other Networking Protocols & Features: Design, implement, and troubleshoot Virtual Local Area Network (VLAN), Class of Service (CoS), Virtual Router Redundancy Protocol (VRRP), L2Circuit, Simple Network Management Protocol (SNMP), Bidirectional Forwarding Detection (BFD), Link Aggregation Control Protocol (LACP), Multi-Chassis Link Aggregation (MC-LAG), (), and MX Virtual Chassis (MX-VC).
* Scripting/Automation: Develop, deploy, and troubleshoot automation script using Linux shell and scripting languages (Python, Slax, Perl).
* Networking Platforms: Implement networking protocol and technologies on Juniper QFX-series, EX-series, switching products. Troubleshoot the problem related with application-specific integrated circuit (ASIC) on Juniper switching products.
* Operating Systems: Use Junos, Linux, Windows, and VMware operating system to manage the platforms.
* Networking Tools: Utilize Wireshark tool for packet analysis, Ixia and Iperf traffic generator for network performance measurement, Visio for network drawings, Secure CRT and Putty for device access, FTP and SFTP for file transfers, and GNS3 for platform simulation.

Other Information:

* Travel requirements for the position less than 5%

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