Senior Staff, Technical Support Engineer (Top Secret w/ SCI Clearance) - JB1012104

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.

Senior Staff, Technical Support Engineer (Top Secret w/ SCI Clearance) 

MUST HAVE:  Top Secret Security w/ SCI Clearance and On-Site Support Required

The candidate will provide high-level technical guidance and support on Juniper routing, switching, and security products to our federal customers.  This role is critical in helping our customers realize the full benefit of Juniper product set. This is where you will be able to apply your extensive experience supporting large-scale networks, as well as broad product knowledge in routing, switching or security (firewalls).  Your ability to troubleshoot and diagnose critical and complex network issues, and to learn your customer’s infrastructure and technologies, are what bring you applause, success, and thanks in the support organization. 

Responsibilities: 

• Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem-solving approach
• Document Troubleshooting Steps Thoroughly.  Communicate and document case work thoroughly keeping all stakeholders and customer informed. 
• Provide Detailed Case Notes.  Capture key findings, root cause analysis (RCA) insights, and resolution steps. 
• Communicate Progress Proactively. Regularly update tickets with progress notes and any changes in issue status. Ensure stakeholders have real-time visibility into ongoing cases and can make informed decisions quickly.
• Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
• Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
• Work closely with other internal teams to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
• Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
• Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
• Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
• Sound documentation of technical support issues using the available tools is an essential element of the role
• Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction

Basic Qualifications

• Strong problem-solving skills, applicable to large and complex network scenarios
• Effectively Manage Challenging Customer Interactions.  Demonstrate professionalism, patience, and empathy while handling complex or escalated customer issues. 
• Must be able to navigate high-pressure situations and maintain a customer-focused attitude.
• Must be able to approach difficult conversations with resilience and problem-solving skills, aiming to de-escalate and resolve issues while ensuring customer satisfaction. 
• Higher education (bachelor’s or master’s degree in electrical engineering or computer science or equivalent)
• 10+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
• 10+ years supporting customers on site and via phone. Must be able to support a complex and high-profile customer base.
• Strong operating and troubleshooting knowledge across the following routing, switching or security technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching or firewall technologies
• Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP, RSTP), RIP, VRRP, IGMP)
• Working experience with traffic generators and network protocols analysis tools
• Working experience with: Linux, FreeBSD, and Scripting languages (Python, Slax, Perl)
• Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay
• Excellent presentation skills
• In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)

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Minimum Salary: $125,400.00

Maximum Salary:$192,280.00

The pay range for this position is expected to be between $125,400.00 and $192,280.00/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.

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 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...

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. We’d 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 Información en español: 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.