This role has been designed as Hybrid with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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.

What You'll Do

Lead and drive troubleshooting on Customer reported issues.
Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
Gain in-depth knowledge of the infrastructure and technologies that are present in customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
Keep the other support teams trained on the designated ARC customer network, practices followed.
Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
Mentor newly hired support engineers and peers in technical areas of specialty.
Products to be supported - Juniper platforms (EX, QFX), Aruba Switching platforms (CX Switches, CX 10000 Switch Series), Aruba WLAN Platforms such as Access Points, Instant On series, Aruba software platforms such as Edgeconnect, ClearPass, etc.,

This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.

Excellent Customer handling and communication (verbal and written) skills

Thorough understanding of -

Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
Multicast protocols [IGMP, IGMP-snooping, PIM]
MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.

Good Understanding/Exposure/Expertise In One Or More Areas

Advanced Multicast technologies- NG-MVPN, Draft Rosen
Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
Perl/Python/Unix/Expect scripting

What You Need To Bring

Requires B.E. in Electronics/Engineering or Computer Science ( or equivalent) with minimum 8 years experience in Networking Industry.
Candidates with experience and certifications in Juniper/Aruba products will be given preference
Platform Knowledge: Juniper Switches (Junos, EX, QFX series), Aruba Switches (AOS-CX, CX Switches, CX 10000 Switch Series), Aruba Wi-Fi Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent), Aruba Wi-Fi APs and Controllers.
Preferred Certifications – JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE and other equivalent
Wireless LAN technologies such as ARM, ClientMatch, AppRF, AOS10 and Gateways, Wi-Fi 7 APs
Security Technologies such as Network Access Control, AAA etc.,
routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)

Additional Skills

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

What We Can Offer You

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.

Let's Stay Connected

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Job

Engineering

Job Level

TCP_03

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ARC Support Engineer - L3