Technical Support Engineer 3- Routing & Switching

• Lead and drive troubleshooting on Customer reported issues.
• Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
• Gain in-depth knowledge of the infrastructure and technologies that are present in customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
• Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
• Keep the other support teams trained on the designated CFTS customer network, practices followed.
• Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
• Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Products to be supported - Juniper Routing platforms (PTX, MX)

• Excellent Customer handling and communication (verbal and written) skills

Thorough understanding of -

• 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 Datacenter technologies- MC-LAG, VxLAN, EVPN
• Perl/Python/Unix/Expect scripting

• 2+ years extensive JUNOS experience OR minimum 3+ years experience in Troubleshooting Datacentre networks, Enterprise core networks.
• Platform Knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)
• Preferred Certifications - JNCIS / JNCIP / JNCIE / CCNA / CCNP / CCIE and other equivalent.