Advanced Technical Support Engineer- Switching (EX/QFX)

Hewlett Packard Enterprise · Heredia, Heredia · hybrid We are seeking an Advanced Technical Support Engineer - Switching (EX/QFX) to deliver high-quality technical assistance for Juniper Networks' Switching products. As a Technical Support Engineer, you will provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems. Responsibilities: Document and reproduce customer problems and coordinate fixes by the engineering department Manage critical customer accounts and escalation requests Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab Facilitate communication between customers, escalation and engineering for bug fixes/workarounds Mentor newly hired support engineers and peers in technical areas of specialty Provide ongoing technical and process training on new product developments and service offerings Serve as team escalation point for difficult technical and customer issues Participate as technical expert in product marketing meetings and support readiness project work Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer Document all actions taken toward resolving customer issues in contact tracking database Develop common question and answer documentation to be included in department knowledge base Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe Requirements: 4-6 years of experience supporting Data Center and Enterprise networks Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN) Hands-on experience in configuration and troubleshooting of switches and routers Experience with Unix/Linux Experience with traffic generator tools such as Spirent and IXIA Scripting experience in Basic Shell and Python Great communication and interpersonal skills required Network Storage experience is desired (NAS, SAN, FC, ESX, VM) Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience Benefits: Comprehensive suite of benefits that supports physical, financial and emotional wellbeing Investment in your career through specific programs catered to helping you reach any career goals Unconditional inclusion and celebration of individual uniqueness