Technical Support Engineer
Heredia, Costa Rica

The Technical Support Engineer role delivers global high-quality technical assistance for Juniper Networks products, through telephone and electronic communication. This role also provides hardware and software technical support, including routine configuration assistance and troubleshooting of products and peripheral systems, for timely resolution of issues. The engineer will need to support the Juniper products designed to manage applications for automation.

Responsibilities
- Delivers expert hands-on technical assistance and troubleshooting for resolving critical customer hardware and software issues.
- Participates in a round-robin on-call rotation cycle during the weekends.
- Uses professional technical expertise to identify and lead service support initiatives to improve the supportability of processes, products, and systems.
- Provides experienced technical support to handle customer issues escalated from lower level TAC Engineers.  
- Resolves complex customer cases successfully, and clearly documents the most complex customer problems for further escalation.
- Proactively shares knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions.
- Documents all actions taken toward resolving customer issues in customer contact tracking database.
- Analyzes and documents all actions taken toward resolving significant and unique customer issues in customer contact tracking database.  


Required Skills/Experience 
- 5+ years of customer troubleshooting engineer experience in technologies related to routing, switching and security

- English Proficiency is a must
- Strong Unix/Linux administration & troubleshooting skills
- Knowledge of writing & troubleshooting shell, bash, Python and Perl scripts
- Knowledge of troubleshooting applications written in C & Java
- Knowledge of troubleshooting web applications
- Knowledge troubleshooting cloud services
- Excellent engineering troubleshooting skills
- Excellent architecture knowledge at both network and system levels, with highest level certification in technical specialty
- Ability to research issues in bug database and develop workarounds
- Strong communication and interpersonal skills
- Bachelor or Master's degree in engineering or equivalent is desired