ARC Support Engineer - L3

Overview

Individual contributor role supporting Juniper-based customer networks, leading troubleshooting of customer-reported issues from isolation through final fix.

What you'll do

• Lead and drive troubleshooting on customer-reported issues.
• Isolate product issues at the hardware or software level, replicate customer environments in the lab, and provide the final fix.
• Own and document communication among customers and engineering.
• Act as a customer advocate for timely resolution, understanding the environment, network and business impact.
• Gain in-depth knowledge of customer infrastructure, including network topology, features, configurations and service history.
• Partner internally with other Services teams by participating in customer reviews and network trainings and driving critical issues to resolution.
• Keep other support teams trained on the designated ARC customer network and practices followed.
• Provide technical expertise and guidance during testing, deployment and operational phases for ARC customers.
• Participate in new product development projects, knowledge base creation, trainings and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Provide weekend coverage as per roster and pager rotation coverage.

What you'll need

• B.E. in Electronics/Engineering or Computer Science (or equivalent).
• Minimum 7 years' experience in the networking industry, or 9+ years of extensive JUNOS experience, or minimum 5+ years in Product Support/TAC, troubleshooting datacentre networks and enterprise core networks.
• Excellent customer handling and communication (verbal and written) skills.
• Layer 3: IP and related technologies (ICMP, TCP, GRE, QoS, VRRP).
• IP routing protocols (BGP, OSPF, ISIS).
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP).
• Multicast protocols (IGMP, IGMP-snooping, PIM).
• MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.
• Advanced multicast technologies (NG-MVPN, Draft Rosen).
• Advanced datacentre technologies (MC-LAG, VxLAN, EVPN).
• Perl/Python/Unix/Expect scripting.
• Platform knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent).

Nice to have

• Preferred: 9+ years of extensive JUNOS experience, or minimum 5+ years in Product Support/TAC, troubleshooting datacentre and enterprise core networks (minimum experience criteria may not apply).
• Preferred certifications: JNCIS/JNCIP/JNCIE/CCNA/CCNP/CCIE or other equivalent.

Details

• Onsite role, with an expectation to primarily work from an HPE office.
• Individual contributor role.
• Weekend coverage as per roster and pager rotation.
• Products supported: Juniper platforms such as routers, switches and firewalls.