MedStar Health
Resident Engineers are the primary technical support contact for customers purchasing Advanced Services, working directly with them daily. They are entrusted to access customer production equipment to perform troubleshooting and repair. The primary role involves 'break/fix' support, where in-depth diagnostics quickly restore network assets and prevent future issues. Resident Consultants extend this role to include proactive design, implementation guidance, advanced troubleshooting, repair, and communication skills.
Key Tasks:
Take ownership of customer issues, isolate Juniper product issues at configuration, network, hardware, or software levels, ensuring prompt service restoration and resolution to the customer's satisfaction using systematic problem-solving.
Work closely with other GS teams including JTAC/CFTS to understand the customer's networks, issues, and solutions. Keep AS management informed of sensitive issues.
In higher support levels, replicate customer environments and issues in labs, collaborating with Juniper Engineering teams to provide bug fixes, patches, or workarounds on reported software issues.
Support high-profile technical escalations through email, conference calls, or in-person meetings, often working inside the customer's facilities.
Develop and maintain skills in core products and technologies, completing necessary internal and external training, and identifying new training needs as networks evolve.
Collaborate with other technical teams within Juniper regarding new products and feature improvements for reliability, availability, and serviceability, including SW and HW engineering groups.
Contribute to internal and external technical documentation such as PRs, White Papers, FAQs, KBs, and TOIs.
Develop a proactive 'Can-Do' attitude, suggesting opportunities to improve team performance and customer satisfaction.
Typically requires 8-12 years of relevant experience.
Requires excellent engineering troubleshooting skills, strong communication and interpersonal skills, and strong presentation skills.
Must have:
JUNOS CLI experience
Large-scale experience with Juniper hardware (MX, EX, QFX, PTX)
Experience with core routing protocols (BGP, OSPF, ISIS)
Experience with MPLS, VPLS, L2VPNs, EVPN-VXLAN, QoS
Python scripting skills are a plus
Preferred location: Houston, TX. Secondary locations include other parts of Texas or the Central Time Zone.
Salary range: $107,008 - $153,824 per year. Compensation includes benefits such as medical, 401(k), vacation, sick leave, and parental leave. Salary may vary based on individual factors, and the company reserves the right to modify compensation at any time.
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