Technical Support Engineer

3 weeks ago

Ottawa ON, Canada Templatedata.net Full time

Technical Support Engineer Staff – Routing

Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sustain the high-speed networks that power our daily lives? Think you’ve got what it takes to work on these networks and keep up with their demands or – even better – get ahead of their next challenge? Be a true partner? If so – read on.

The Technical Support Engineer Staff reports to the Global Services(GS) division of Juniper Networks, specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to Juniper’s top-tier customers worldwide – customers who test the traditional bounds of what can be done.

To do this, Juniper’s premier customers increasingly rely on experts like the Technical Support Engineer -technically astute and network-aware senior engineers in an organization. In short, our most expert customers can’t do what they do without a designated team of senior engineers. And that’s you -- with in-depth product knowledge (switching, routing, and/or security) and highly focused troubleshooting skills relevant to a customer’s particular network.

To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in any of routing, switching, or data center domains. Your ability to troubleshoot product problems; 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.

In this position, your primary role is one of “break/fix”, where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems. As one tool, you replicate customers’ problems in Juniper’s state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.

Key Responsibilities :

  • Become the dedicated technical support contact and handle high priority on specific Juniper Networks Routing products ( M-Series, T-Series, MX-Series, PTX-Series, ACX-Series routers, and virtual products like vMX);
  • Gain in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution;
  • Take ownership of high-priority or sensitive customer issues, Isolate Juniper product issues at network/hardware/software level, ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem-solving approach;
  • Replicate customer environments and issues in the lab and work closely with the Juniper Engineering team in providing bug fixes on software issues reported by the customers;
  • Work closely with other Global Services(GS) teams to ensure knowledge share of the customer’s networks, issues, and solutions. Keep GS management informed of all sensitive issues;
  • Provide necessary support to the Service Managers and Juniper management teams for high-profile technical escalations, Involvement in conference calls and/or face-to-face customer account meetings to discuss technical escalations.;
  • Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customer's networks evolve;
  • Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability;
  • Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use;
  • Develop a “Can-Do” attitude and suggest ways to improve team performance and increase customer satisfaction.


Minimum Qualifications:

  • 8+ years of working experience in the networking domain supporting large IP networks;
  • Experience in leading and training teams on new products/features/complex issues.

Solid working experience in most of the following:

  • IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers;
  • Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM), Traffic Engineering;
  • Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric;
  • Working experience with traffic generators and network protocols analysis tools;
  • Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios;
  • Strong customer management and customer service skills;
  • Excellent communication and presentation skills;
  • Language skills: English (fluent – verbal and written);
  • Diplomacy and good customer-facing skills to understand and effectively address sensitive customer situations.


Preferred Qualifications:

  • Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, and SRX will be given preference;
  • JNCIE/CCIE lab-certified personnel would have a distinct advantage;
  • Working experience with Operating System architectures (*nix, FreeBSD), Virtualization, Hardware (CPU, memory, controller (and so on types), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Service daemons (DHCP, DNS, TACACS, Radius);
  • The candidate will have achieved a level of higher education (Bachelor's or master’s degree in electrical engineering, computer science, or equivalent).


Personal Traits:

  • Customer Centric;
  • Team Player;
  • Problem-solving mindset;
  • Action attitude.


Company operating name: Juniper Networks Canada Inc.
Business Address: 200-1000 Innovation Drive, Kanata, ON K2K E37
Terms of employment: Fulltime, permanent/direct hire
Annual Salary: CAD 110,000 to C$132,000 per annum plus discretionary bonus
Benefits package: life, disability, accidental death and dismemberment, extended healthcare, dental

Juniper is committed to integration and equal opportunity. Accommodation is available to all applicants upon request through our recruitment process.

TO APPLY: Please email your resume to pparameswara@juniper.net

#J-18808-Ljbffr

  • Technical Support Engineer

    3 days ago

    Ottawa, Canada Fortinet Full time

    The Technical Support Engineer will provide product support for Fortinet’s FortiNAC solution. A challenging and satisfying opportunity for a highly motivated customer centric individual to work in a multi-tiered support team assisting customers with “FortiNAC” questions, configuration, and break fix issues. The individual is experienced in security...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a Technical Support Engineer to contribute to the success of our...

  • Technical Support Engineer

    1 month ago

    Ottawa, Canada Thrive Networks Inc Full time

    Will work from Ottawa office 3x per week!About UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers....

  • Technical Support Engineer

    1 month ago

    Toronto, ON, Canada Django Rest Framework Full time

    Forethought is hiring a Remote Technical Support Engineer We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for a Technical Support Engineer who is passionate about customer experience and enjoys working with Python and SQL. You’ll work...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including: Support and troubleshooting on the wireless and switching range of Fortinet products Collection, analysis and change recommendations of...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, ON, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. Job Responsibilities Provide direct technical web and telephone support to Fortinet customers including: Support and troubleshooting on the wireless and switching range of Fortinet products Collection, analysis and change recommendations...

  • Technical Support Engineer

    2 weeks ago

    Toronto, ON, Canada MPOYNT Full time

    MPOYNT is currently putting together a dynamic delivery and results driven Service Management Team to help our client partners successfully adopt mobility, both as a technology product and productivity tool.As a Technical Support Engineer, you will be a master problem solver and customer first focused technologist. We will provide a deep and broad knowledge...

  • Technical Support Engineer

    2 weeks ago

    Toronto, ON, Canada Flexserv Full time

    Our client, Horn IT Solutions Inc., (“Horn IT”) is actively seeking a talented and experienced Technical Support Engineer to our growing team. The successful candidate will have experience in IT security across a broad spectrum of industries.The Technical Support Engineer is knowledgeable in the world of information security and the challenges that...

  • Technical Support Engineer

    2 weeks ago

    Toronto, ON, Canada Flexserv Full time

    Our client, Horn IT Solutions Inc., (“Horn IT”) is actively seeking a talented and experienced Technical Support Engineer to our growing team. The successful candidate will have experience in IT security across a broad spectrum of industries.The Technical Support Engineer is knowledgeable in the world of information security and the challenges that...

  • Building Engineer

    1 week ago

    Ottawa, ON, Canada Tundra Technical Solutions Inc. Full time

    Senior Building Science/Building Envelope Engineer We are one of Canada’s oldest geotechnical engineering consulting firms, recognized for expertise in geotechnical engineering, environmental engineering, hydrogeology, materials testing, noise, and vibration studies, structural engineering and building science engineering. We provide professional...

  • Sales Engineer-Technical support

    3 weeks ago

    Kitchener, ON, Canada myKaarma Full time

    Company Overview: myKaarma is a highly integrated team of people that strive to streamline and make the customer experience of Automotive Dealerships totally frictionless and touchless. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed...

  • Technical Support Engineer

    1 month ago

    Toronto, ON, Canada MPOYNT Full time

    MPOYNT is currently putting together a dynamic delivery and results driven Service Management Team to help our client partners successfully adopt mobility, both as a technology product and productivity tool. As a Technical Support Engineer, you will be a master problem solver and customer first focused technologist. We will provide a deep and broad...

  • Technical Lead

    2 weeks ago

    Toronto, ON, Canada Tundra Technical Solutions Full time

    Key Responsibilities:You will be responsible for the development, delivery and maintenance of features and other deliverables for your team within their respective Technical Area, as well as career development, guidance, coaching and support of your team members. You will work closely with the development team and Technical Architect to design elegant...

  • Technical Lead

    2 weeks ago

    Toronto, ON, Canada Tundra Technical Solutions Full time

    Key Responsibilities:You will be responsible for the development, delivery and maintenance of features and other deliverables for your team within their respective Technical Area, as well as career development, guidance, coaching and support of your team members. You will work closely with the development team and Technical Architect to design elegant...

  • Technical Support Specialist

    2 weeks ago

    Pickering, ON, Canada Dr Support Pros Inc. Full time

    Dental IT Service Technician Dr Support Pros Inc. is a computer support company specializing in the dental industry. Dr Support Pros Inc. manages all aspects of its business from Toronto, Burlington, Cambridge and Halifax, with its head office located in Pickering, ON. We take pride in being a leader in the support of medical and dental offices. JOB...

  • Technical Support Engineer

    1 month ago

    Toronto, ON, C6A, Ontario, Canada MPOYNT Full time

    MPOYNT is currently putting together a dynamic delivery and results driven Service Management Team to help our client partners successfully adopt mobility, both as a technology product and productivity tool.As a Technical Support Engineer, you will be a master problem solver and customer first focused technologist. We will provide a deep and broad knowledge...

  • Technical Lead

    1 week ago

    Toronto, ON, Canada Tundra Technical Solutions Full time

    Key Responsibilities: You will be responsible for the development, delivery and maintenance of features and other deliverables for your team within their respective Technical Area, as well as career development, guidance, coaching and support of your team members. You will work closely with the development team and Technical Architect to design elegant...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...