Technical Success Specialist 4

Customer Success is a dynamic and flexible organization, dedicated to delivering better-than-expected support experience & responsiveness to our customers.

If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to solve, don't hesitate, and apply today!

What you'll be doing:

Part of the Global Customer Success organization of Juniper Networks, the candidate will be required to deliver a high level of technical support on specific Juniper Networks product(s) to customers, directly or via partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination, and enhancement of the collective knowledge and best practices is a key requirement for this role.

Account Management:

• Post-Sales Customer Advocacy deliverables
• Single point of contact / owner for assigned customer post-sales issues
• Weekly status calls with customer including account team going over open Incidents, projects, trends
• Periodic calls with account team to share towards understanding account strategy / increase mindshare for $$
• Quarterly Technical Review -- deployment, Value adds, trends, metrics
• Lab setup to replicate issues, test out prior to customer deployments - configs / s/w, create MOP's
• Gap analysis with understanding of current architecture / topology
• Capture and present Customer Uses cases / value adds
• Give back as TOI's, knowledge base articles
• Be able to speak to assigned account configuration
• Hold knowledge transfer sessions specific to their deployment -- with customer

Case Management:

• Become the key technical support contact and handle high priority incidents opened by customers, on specific Juniper Networks campus & branch networking products (example: Session Smart Router)
• Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in our customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution
• Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
• Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer
• Collaborate and communicate for high profile technical critical issues, involvement in conference calls.
• Develop and maintain skills in their core products and technologies and highlight any need for training as the customers' networks evolve
• Work closely with other CS teams to ensure knowledge share of the customer's networks, issues, and solutions. Keep Customer Success management informed of all sensitive issues.
• Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability

Knowledge Base Management:

• Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use
• Sound documentation of technical support issues using the available tools is an essential element of the role

Continual Improvements:

• Suggest ways to improve the team performance and increase customers' happiness.
• Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
• Develop a "Can-Do" demeanor and suggest ways to improve the team performance and increase customer's satisfaction

What we're looking for:

• Bachelor's degree in engineering, computer science or related field, or equivalent experience
• At least 8+ years of experience in supporting large, complex IP-based networks.
• Demonstrable experience in most of the following :
• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
• Routing technologies: SVR, STEP, OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
• DevOps experience: Containers, Cloud, Virtualization, CI/CD stack, API's, orchestration
• Experience with traffic generators and network protocols analysis tools
• Strong problem-solving and troubleshooting skills
• Strong customer management and customer service skills
• Communication and presentation skills
• Preferred Qualifications:
• Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
• Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, API, Ansible, Puppet, C, C++), Virtualiz

Minimum Salary: $103,488.00

Maximum Salary:$148,764.00

The pay range for this position is expected to be between $103,488.00 and $148,764.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.