Staff Technical Support Engineer - Ottawa, ON, Canada - Templatedata

Description

Technical Support Engineer Staff – Routing

Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sustain the high-speed networks that power our daily lives? Think you've got what it takes to work on these networks and keep up with their demands or – even better – get ahead of their next challenge? The Technical Support Engineer Staff reports to the Global Services(GS) division of Juniper Networks, specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC).

JTAC challenges the status quo to provide multi-tiered services to Juniper's top-tier customers worldwide – customers who test the traditional bounds of what can be done.

To do this, Juniper's premier customers increasingly rely on experts like the Technical Support Engineer -technically astute and network-aware senior engineers in an organization.

In short, our most expert customers can't do what they do without a designated team of senior engineers.

And that's you with in-depth product knowledge (switching, routing, and/or security) and highly focused troubleshooting skills relevant to a customer's particular network.

To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in any of routing, switching, or data center domains.

diagnose critical and complex network issues; are what bring you applause, success, and thanks in the Support organization.

In this position, your primary role is one of "break/fix", where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems.

Become the dedicated technical support contact and handle high priority on specific Juniper Networks Routing products ( M-Series, T-Series, MX-Series, PTX-Series, ACX-Series routers, and virtual products like vMX);
Gain in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution;
Take ownership of high-priority or sensitive customer issues, Isolate Juniper product issues at network/hardware/software level, ensure prompt service restoration and resolution to the customer's satisfaction, by using a systematic problem-solving approach;
Replicate customer environments and issues in the lab and work closely with the Juniper Engineering team in providing bug fixes on software issues reported by the customers;
Work closely with other Global Services(GS) teams to ensure knowledge share of the customer's networks, issues, and solutions.

Provide necessary support to the Service Managers and Juniper management teams for high-profile technical escalations, Involvement in conference calls and/or face-to-face customer account meetings to discuss technical escalations.

;
Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customer's networks evolve;
Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability;
Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use;
Develop a "Can-Do" attitude and suggest ways to improve team performance and increase customer satisfaction.

8+ years of working experience in the networking domain supporting large IP networks;
~ Experience in leading and training teams on new products/features/complex issues.

Solid working experience in most of the following:

IP Networking basics:
Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric;
Working experience with traffic generators and network protocols analysis tools;
Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios;

Language skills:
English (fluent – verbal and written);
Working experience with Operating System architectures (*nix, FreeBSD), Virtualization, Hardware (CPU, memory, controller (and so on types), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Service daemons (DHCP, DNS, TACACS, Radius);

The candidate will have achieved a level of higher education (Bachelor's or master's degree in electrical engineering, computer science, or equivalent).

Juniper Networks Canada Inc.
Fulltime, permanent/direct hire

Annual Salary:
CAD 110,000 to C$132,000 per annum plus discretionary bonus

Benefits package:
life, disability, accidental death and dismemberment, extended healthcare, dental
Accommodation is available to all applicants upon request through our recruitment process. net
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