Technical Support Engineer

Juniper Networks - Ottawa, ON (30+ days ago)

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Juniper has an opportunity for an experienced Global Services & Support professional within its Ottawa team. As Technical Support Engineer you will be responsible for providing technical leadership, training, mentoring and facilitation of new product introduction into Global Services partners, technicians, professional services engineers, trainers and TAC support personnel. In addition, you will provide customer facing technical project management for new deployment technologies along with the creation of tools, training materials and best-practice for Juniper Networks, Inc. deployments worldwide.

Responsibilities include:
Providing technical mentoring and guidance and support for Juniper’s entire product line of optical, layer 2, and network management products to support personnel, trainers and Juniper partner companies

Developing tools, methodologies and instructional materials required to equip support team and partners with the details required to provide technical support, installations, configuration and provisioning of the complete Juniper solution worldwide

Providing training and instruction for Global Services and partners on provisioning and general operation of Juniper equipment and software

Working closely with Juniper resources, partners and customers for excellence in customer deployments, particularly associated with introduction of Juniper’s new products;

Providing mentoring support to 3rd party installation partners and ensuring their success in developing Juniper product expertise

Introducing new products and versions into the Juniper Global Services Team

Developing solutions and best practices to enable support personnel, engineers and partners to quickly understand and resolve key technical concepts related to the integration of Juniper equipment and software into global customer networks

Conducting research, staging and lab work as required to understand, document and train others on new products being introduced into the Juniper customer base

Engaging on high-end, complex projects involving delivery of new products and features and critical account situations

Reporting daily/weekly progress on status of all projects and cases and maintaining an accurate project calendar showing all milestones and deliverables;

Position requires a minimum of 10-20% travel - both domestic and international.

The ideal candidate will possess:
Degree in computer science, management or telecommunications

Minimum 5 years progressive experience in technical support role within telecommunications

Significant hands-on experience installing optical transport equipment, Layer 2 networking products and switches, as well as Linux based network management applications

Highly advanced level of technical troubleshooting expertise on optical networking products

Highly advanced level of technical troubleshooting expertise on Layer2 packet based networking products

Experience delivering and developing technical presentations

A minimum of 5 years progressive experience with the following technologies:

Optical Networking Equipment

Linux operating environments

Layer 2 Ethernet and MEF Standards

SNMP and general network management expertise

Optical and Packet Test Equipment

Project management experience and technical certification

Technology certifications such as MEF (CEPC), Linux System administrator, preferred

Ability to train customers on Juniper products and technologies

Excellent customer-facing rapport, as well as interpersonal communications

Excellent organizational, presentation, and project management skills

Excellent verbal and written communication skills

Demonstrated ability to work independently while at the same time maintaining a strong collaboration model with technical support and engineering resources

Excellent analytical, troubleshooting and problem solving skills, with the ability to handle and resolve complex technical issues

Proven ability in providing leadership within a team of technical support professionals

Ability to communicate with various functional levels