Staff, Software Engineer - SS1013422

Staff, Software Engineer

Location: Sunnyvale, CA

Responsibilities:

• Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.).
• Shows sense of urgency and ownership of high priority or critical customer issues, isolate 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 lab and collaborate with JTAC and Engineering teams in providing bug fixes on software issues reported by customer
• Collaborate with Service Managers and Technical Service Advisors on high-profile technical issues, and participate in customer meetings to lead technical discussions
• Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves
• Develop expertise in the assigned technology areas.
• Analyze and root cause software issues identified during execution.
• Work with teams across geographical locations. Work collaboratively with cross functional teams, architects, and executives.
• Working closely with Juniper product development and business unit architecture teams to understand product/feature requirements and solutions in alignment with customer business/network priorities.
• Build strong relationships with the senior leadership to understand the business objectives and translate into project deliverables.
• Support in replicating customer found issues and provide root-cause corrective action.

Basic Requirements:

• Bachelor's or Master's degree in Computer Science, Electrical Engineering, or a related field
• Minimum of 10 years of experience in customer support, preferably in networking or related technologies
• Strong understanding of networking fundamentals and protocols, including:
• IP/MPLS routing
• TCP/IP and associated protocols such as Ethernet, OSPF, ISIS, BGP, GRE, HTTP, NetConf, MPLS, EVPN-VXLAN, Multicast
• VPN technologies: L2VPN, L3VPN
• Layer 2 technologies including Spanning Tree and Link Aggregation (LAG)
• Excellent verbal and written communication skills
• Proven ability to diagnose and resolve complex technical issues effectively
• Strong problem-solving skills with a customer-first mindset
• Self-motivated, proactive, and capable of managing multiple priorities in a fast-paced environment

#LI-AHUYNH
#LI-PRIORITY

Minimum Salary: $165,600.00

Maximum Salary:$238,050.00

The pay range for this position is expected to be between $165,600.00 and $238,050.00/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.