Job Description
An HPE company, Juniper Networks is a global pioneer in high-performance infrastructure, delivering world-class routing, switching, Security and management software. We are architecting the industry’s first secure, AI-native networks—engineered specifically to meet the demands of the modern era. By leading the convergence of AI and connectivity, we are driving a bold digital transformation across enterprises, data centers, and global service providers. Network reliability is crucial to the success of any business. With Juniper Accelerated Resolution Care (ARC) Services formerly known as CFTS we provide tailored network-aware support with faster case restoration and resolution for the most complicated services and applications in our customers network. Accelerated Resolution Care (ARC) Services provides access to a designated team of engineers, who resolves issues faster and minimizes downtime. Our experts have broad product knowledge, highly experienced technical support skills, and personalized insights of your network profile or distinct operating requirements. Success in this role requires extensive experience with large-scale networks and deep expertise in routing, switching, security, or SDN. You thrive on diagnosing complex network issues and mastering customer infrastructures to deliver high-impact results. As a primary 'break/fix' expert, you will utilize in-depth diagnostics to restore services and prevent future outages. This includes leveraging Juniper’s advanced lab environment to replicate issues, identify root causes, and validate solutions. 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 anyone of routing, switching or security (firewalls) , SDN 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.
