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Senior Technical Service Advisor
Juniper Networks · Posted 21 days ago
Be the trusted technical voice for enterprise customers, bridging Juniper's engineering teams to resolve critical network issues and drive operational excellence.
Senior Technical Service Advisor
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
What You’ll Do
- This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales service needs
- Stay in alignment with the customer and accounts team concerning the services sales and delivery.
- 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 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.
- Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
- Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality.
- Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
- Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
- Assist the customer in making use of 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 and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.
- Reviews and evaluates network change 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 educate other internal Juniper resources for a better support experience.
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This posting is sourced from Juniper Networks's own career site — applying takes you there directly.
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There are 13 open roles at Juniper Networks right now. This role centers on Tcp/ip, Qos, Vlan, and Stp.
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