Job Description:

HPE's customers typically test the traditional bounds of what can be done and as such, they increasingly rely on HPE Juniper experts from ARC(CFTS) to effectively resolve their problems and provide extensive and reliable feedback on root cause and future prevention techniques.

We are seeking a Network Engineer to apply your extensive experience supporting large-scale networks; as well as broad product knowledge in either routing, switching or security (firewalls).  Your ability to troubleshoot network issues; 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. 

Become part of a team that is well known for their technical expertise and ability to resolve customer problems in a highly effective and rewarding fashion. Customers expect and receive a “white glove” treatment and which is exemplified in the level of customer success seen in those customers supported by ARC(CFTS).

Location: Heredia, Costarica

Responsibilities:

• Handle high priority issues for small subset of top HPE Juniper Networks customers on specific Juniper Networks products(s) (MX, PTX, ACX).

• Build productive and collaborative trust-based relationships with the assigned accounts

• Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach

• Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.

• Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability

• Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations

• Participate in customer conference calls and/or face to face customer meetings to discuss technical issues

• Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve

• Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use

• Sound documentation of technical support issues using the available tools is an essential element of the role

• Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction

Basic Qualifications

• Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )

• 3+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks

• 3+ years supporting customers on site and via phone. Must be able to support complex and high profile customer base.

• Strong communication skills, including influencing and collaboration skills, are a must.

• Strong problem solving skills, applicable to large and complex network scenarios

• Strong customer management and customer service skills.

• Excellent presentation skills.

Must-have Technical skills :

• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers

• Routing Technologies : OSPF, IS-IS, BGP, MPLS, RSVP-TE, L3VPN, L2VPN,  

Preferred to have Technical skills :

• Working knowledge of EVPN, SR-MPLS, SRV6

• Working experience with Ixia/Spirent traffic generators, TCP replay tools and network protocols analysis tools

• Working experience with: Linux, FreeBSD, Scripting languages (Shell, Python, Slax, Perl)

• Strong problem solving skills, applicable to large and complex network scenarios

• Strong customer management and customer service skills.

• Excellent presentation skills.

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.

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Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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