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Bengaluru, Karnataka, India
Onsite
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
An HPE company, Juniper Networks is a global pioneer in high-performance infrastructure, delivering world-class routing, switching, Security and management software. We are architecting the industry’s first secure, AI-native networks—engineered specifically to meet the demands of the modern era. By leading the convergence of AI and connectivity, we are driving a bold digital transformation across enterprises, data centers, and global service providers.
Network reliability is crucial to the success of any business. With Juniper Accelerated Resolution Care (ARC) Services formerly known as CFTS we provide tailored network-aware support with faster case restoration and resolution for the most complicated services and applications in our customers network.
Accelerated Resolution Care (ARC) Services provides access to a designated team of engineers, who resolves issues faster and minimizes downtime. Our experts have broad product knowledge, highly experienced technical support skills, and personalized insights of your network profile or distinct operating requirements.
Success in this role requires extensive experience with large-scale networks and deep expertise in routing, switching, security, or SDN. You thrive on diagnosing complex network issues and mastering customer infrastructures to deliver high-impact results. As a primary 'break/fix' expert, you will utilize in-depth diagnostics to restore services and prevent future outages. This includes leveraging Juniper’s advanced lab environment to replicate issues, identify root causes, and validate solutions.
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 anyone of routing, switching or security (firewalls) , SDN domains. Your ability to troubleshoot product problems; diagnose critical and complex network issues; and learn your customer’s infrastructure and technologies; 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. As one tool, you replicate customers’ problems in Juniper’s state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.
What you’ll do:
· Become the dedicated focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks Routing products ( SRX High end and Low end series , Virtual SRX )
· 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 lab and work closely with Juniper Engineering team in providing bug fixes on software issues reported by customer.
· Work closely with other Global Services(GS) teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep GS management informed of all sensitive issues
· Provide necessary support to the Service Managers 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 customers 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 the team performance and increase customer’s satisfaction.
This is an individual contributor role. There can be rotational weekend coverages to support customers.
Knowledge and Skills:
What you need to bring:
· The candidate will have achieved a level of higher education (Bachelor or master’s degree in electrical engineering, computer science or equivalent)
· At least 7 - 12 years of relevant working experience in the networking domain, [e.g. 3] of these years of which would be spent supporting large IP networks
· Solid working experience in most of the following :
o IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
o Security Technologies :
o Other protocols: NAT , OSPF , BGP , Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP , High availability (Clustering) and Gateway redundancy protocols (VRRP)
· Working experience with traffic generators and network protocols analysis tools
· Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios
· Strong customer management and customer service skills
· Excellent communication and presentation skills
· Language skills: English (fluent – verbal and written),
· Diplomacy and good customer facing skills to understand and effectively address sensitive customer situations
Preferred Qualifications:
· Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX, Contrail will be given preference
· JNCIE/CCIE lab or other security product certified personnel would have a distinct advantage
· 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)
Personal Traits:
· Customer Centric
· Team Player
· Problem-solving mindset
· Action attitude
Other Information [regional specific]:
· Relocation is available for this position
· Travel requirements for the position less than 10%
Additional Skills:
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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Job:
EngineeringJob Level:
TCP_05
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
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