Technical Service Advisor 4– Bilingual (English/Spanish)

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new Juniper software and hardware features in the customer's network.

Key responsibilities include the following, but are not limited to:

• The two main aspect of the role would be to represent Juniper customer service to the customer and as representative of the customer back to Juniper.
• Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.
• Support the account/customer with alignment to services sales and product sales activities.
• Tracking and managing the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options including credits and training credits for the customer or partner. 
• Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
• Proactively escalates and brings people with required expertise together in order to bring critical and important issues to closure.
• Act as an interlock between Customer and Juniper Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
• Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).
• Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
• Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
• Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
• Uses professional knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.
• Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
• Partners with Customers in conducting periodic Juniper product health checks in order to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.
• Reviews and evaluate network plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
• Engages with Juniper engineering teams to improve potential quality issues with products.
• Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.

Skill specifications

• The candidate is encouraged to have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
• Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
• Experience working in large enterprises, Network service providers have added advantage.
• ITIL Framework process knowledge will be an added advantage.
• Experience and desire to work on automation will be valuable in long run.
• Amiable communication, interpersonal and social skills will make a difference!
• Juniper product certifications (JNCIS/JNCIP/JNCIE nice to have ) or industry equivalents are helpful.

Qualification and Experience:

• We generally prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.
• 8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment.
• Experience with customer facing roles will prove to be an asset.