82534P-Technical Support Engineer 4

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
Summary:
An Escalation Engineer to provide expert-level technical support for critical escalations, to identify product gaps and drive product improvements, and to provide technical trainings for the JTAC teams.
Responsibilities:

• Provide consultation on technical escalations and drive root cause corrective actions (RCCA)
• Problem replication, troubleshooting, and root cause isolation
• Produce knowledge in forms of KAs, Whitepapers, Troubleshooting Guides, and Technical Training
• Drive product supportability items that will improve product stability, functionality, and robustness
• Mentor/train JTAC Engineers
• Identify testing gaps and collaborate with QA team to drive root cause corrective actions (RCCA)
• Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC

• Produce and review Knowledge Assets (KA) and Technical Support Bulletins (TSB)
  

General Requirements:

• Technical Support Experience
• Knowledge of Networking Protocols and Products
• Capable of using Python, C, C++, and HTML languages to develop debugging scripting tools
• Exceptional verbal and written communication skills
• Capable of working with cross-functional teams
• Ability to work independently and troubleshoot complex problems
  

About Juniper Networks
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK
Wherever you are in the world, whether its 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 lifes work. At Juniper we believe this is more than a job - its an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPER
At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. Wed love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

• Information for applicants about E-Verify / E-Verify Informacin en espaol: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
• Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
  

E-Verify is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.