📍 Job Overview

Job Title: Technical Support Engineer 2 - WAN Assurance
Company: Juniper Networks
Location: San José, Costa Rica
Job Type: On-site, Full-time
Category: Technical Support Engineer
Date Posted: May 28, 2025
Experience Level: 0-2 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide high-level technical support for Juniper's security products in a cloud-managed environment, focusing on customer satisfaction and timely problem resolution.
Key Skills: Excellent communication, problem-solving, and customer handling skills. Strong networking fundamentals, including TCP/IP protocol suite, IPSec VPN, and security technologies.
Team Context: Collaborate with a dynamic TAC team, working weekends and holidays as needed.

💻 Primary Responsibilities

🛠️ Technical Support & Troubleshooting

Customer Advocacy: Understand customer environments, network impacts, and business needs to ensure timely resolution of reported problems.
Problem Resolution: Take ownership for problem reproduction, resolution, and escalation. Maintain a high focus on customer satisfaction.
Troubleshooting: Logically troubleshoot complex and high-impact problems, demonstrating strong fundamental networking skills.
Teamwork: Work collaboratively with the TAC team, supporting each other and sharing knowledge to resolve customer issues efficiently.

🌟 Customer Experience & Communication

Communication: Effectively communicate with customers, understanding their needs, and keeping them informed throughout the troubleshooting process.
Presentation: Deliver remarkable customer experiences, presenting technical information clearly and concisely.
Adaptability: Be flexible and willing to work on weekends and holidays as required by business needs.

💡 Continuous Learning & Development

Self-Learning: Keep pace with newer technologies and maintain up-to-date knowledge of Juniper's security products and related technologies.
Skill Development: Develop virtualization, cloud, and scripting skills (Python, Perl, Shell scripting) to enhance problem-solving capabilities.

🎓 Skills & Qualifications

Education

Degree: Bachelor of Engineering in Electronics Engineering or Computer Science.
Experience: 1-3 years of experience supporting, designing, or implementing IP networks.

Required Skills

Networking Fundamentals: In-depth knowledge of TCP/IP protocol suite, including switching technology (xSTP, VRRP, LACP, Dot1x, COS, QOS), IP and related protocols (ARP, ICMP, TCP, UDP, DNS, DHCP), and IP routing protocol (BGP, OSPF, RIP).
Security Technologies: Strong knowledge of IPSec VPN and other security technologies.
Problem-Solving: Ability to logically troubleshoot complex and high-impact problems.
Communication: Excellent verbal and written communication skills, with strong presentation abilities.

Preferred Skills

Virtualization & Cloud: Experience with virtualization, cloud, and scripting skills (Python, Perl, Shell scripting).
Traffic Simulation: Experience with traffic simulators like IXIA, Spirent.
Packet Analysis: Experience with packet analyzing tools like Wireshark.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on technical support rather than web development or design.
Technical Documentation: Maintain up-to-date documentation of troubleshooting steps, customer interactions, and problem resolutions to facilitate knowledge sharing and continuous improvement.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is approximately CRC 3,500,000 - CRC 4,500,000 annually (USD 5,800 - USD 7,500). This is based on market research and regional adjustments for the Technical Support Engineer role.

Benefits: Juniper Networks offers a comprehensive benefits package, including health insurance, retirement plans, and employee assistance programs. Specific details are available upon request.

Working Hours: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday work may be required to support business needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for the Technical Support Engineer role in Costa Rica. Actual salary offers may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Juniper Networks operates in the networking and cybersecurity industry, focusing on high-performance network connections for businesses and governments worldwide.

Company Size: Juniper Networks is a large, global organization with a diverse workforce, providing ample opportunities for career growth and development.

Founded: Juniper Networks was founded in 1996 and has since grown to become a leading provider of network infrastructure solutions.

Team Structure: The TAC team consists of highly skilled technical support engineers who collaborate to resolve customer issues efficiently. The team is organized by product lines, with each engineer specializing in a specific area.

Development Methodology: Juniper Networks follows a structured problem-solving process to address customer issues, focusing on understanding the customer's environment, reproducing the problem, and implementing a resolution.

Company Website: Juniper Networks

📝 Enhancement Note: Juniper Networks' company culture emphasizes customer satisfaction, continuous learning, and teamwork. The company invests in its employees' professional development and encourages a collaborative work environment.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an entry-level to mid-level position within the technical support career path. The primary responsibility is to provide high-level technical support and troubleshoot customer issues, focusing on customer satisfaction and problem resolution.

Reporting Structure: The Technical Support Engineer reports to the TAC Team Lead or Manager, who oversees the team's performance and ensures customer satisfaction.

Technical Impact: Technical Support Engineers play a crucial role in maintaining customer satisfaction and ensuring the smooth operation of Juniper's security products in customer environments. They contribute to the company's overall success by addressing customer issues promptly and effectively.

Growth Opportunities:

Technical Specialization: Develop expertise in specific product lines or technologies to advance within the technical support career path.
Team Leadership: Demonstrate strong leadership skills and technical proficiency to progress into a team lead or management role.
Product Management: Transition into a product management role, focusing on customer needs and feature development.

📝 Enhancement Note: Juniper Networks offers career growth opportunities for motivated and skilled technical support engineers. Employees can advance within the technical support career path or explore alternative roles within the organization.

🌐 Work Environment

Office Type: Juniper Networks' San José office is a modern, collaborative workspace designed to facilitate teamwork and knowledge sharing.

Office Location(s): San José, Costa Rica

Workspace Context:

Collaboration: The office features open workspaces, encouraging team collaboration and communication.
Equipment: Juniper Networks provides state-of-the-art equipment, including multiple monitors and testing devices, to support engineers' work.
Work Schedule: The work schedule is flexible, with occasional weekend and holiday work required to support business needs.

Work Schedule: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday work may be required to support business needs.

📝 Enhancement Note: Juniper Networks' work environment fosters collaboration and teamwork, with a focus on customer satisfaction and continuous learning. The company invests in its employees' professional development and provides a modern, well-equipped workspace.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and understand the candidate's background and motivations.
Technical Assessment: A hands-on technical assessment focusing on networking fundamentals, troubleshooting, and problem-solving skills.
Behavioral Interview: An in-depth discussion of the candidate's problem-solving approach, customer handling skills, and teamwork experience.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit within the team and the company's culture.

Portfolio Review Tips: Not applicable for this role, as it focuses on technical support rather than web development or design.

Technical Challenge Preparation:

Networking Fundamentals: Brush up on TCP/IP protocol suite, switching technology, IP and related protocols, and IP routing protocols.
Troubleshooting: Practice logical troubleshooting techniques and problem-solving skills.
Customer Handling: Prepare examples demonstrating strong customer communication and handling skills.

ATS Keywords: Networking, Technical Support, Troubleshooting, Customer Satisfaction, Problem Resolution, TCP/IP, IPSec VPN, Security Technologies, Cloud Technologies, Scripting, Traffic Simulation, Packet Analysis, Communication Skills, Problem-Solving, Self-Learning, Teamwork, Flexibility.

📝 Enhancement Note: Juniper Networks' interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and customer handling skills. The company values strong communication and teamwork skills, as well as a commitment to continuous learning and development.

🛠️ Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role, as it focuses on technical support rather than web development or design.

Web Infrastructure: Not applicable for this role, as it focuses on technical support rather than web development or design.

👥 Team Culture & Values

Team Culture: Juniper Networks' TAC team fosters a collaborative and supportive work environment, with a strong focus on customer satisfaction and continuous learning.

Values:

Customer Obsessed: Juniper Networks prioritizes customer satisfaction and ensures that customer needs are met promptly and effectively.
One Juniper: The company values teamwork and collaboration, encouraging employees to work together to achieve common goals.
Boldly Curious: Juniper Networks encourages employees to be curious, innovative, and open to new ideas and technologies.
Simply Secure: The company is committed to providing secure and reliable network solutions, protecting customers' data and privacy.

Collaboration Style:

Cross-Functional Collaboration: The TAC team works closely with other departments, such as product management and engineering, to ensure customer issues are resolved efficiently.
Code Review Culture: Not applicable for this role, as it focuses on technical support rather than web development or design.
Knowledge Sharing: Juniper Networks encourages employees to share their knowledge and expertise with their colleagues, fostering a culture of continuous learning and development.

📝 Enhancement Note: Juniper Networks' team culture emphasizes customer satisfaction, collaboration, and continuous learning. The company values employees who are curious, innovative, and committed to providing exceptional customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Environment: Work in a dynamic TAC environment with a high focus on customer satisfaction and timely problem resolution.
Complex Problem Resolution: Troubleshoot complex and high-impact problems, demonstrating strong fundamental networking skills.
Emerging Technologies: Keep pace with newer technologies and maintain up-to-date knowledge of Juniper's security products and related technologies.

Learning & Development Opportunities:

Training Programs: Participate in Juniper Networks' training programs to develop technical skills and advance within the technical support career path.
Conferences & Events: Attend industry conferences and events to stay current with emerging technologies and best practices in technical support.
Mentorship & Coaching: Seek mentorship and coaching opportunities from experienced team members to develop skills and advance within the organization.

📝 Enhancement Note: Juniper Networks offers technical challenges and growth opportunities for motivated and skilled technical support engineers. Employees can develop their skills and advance within the technical support career path or explore alternative roles within the organization.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Be prepared to discuss TCP/IP protocol suite, switching technology, IP and related protocols, and IP routing protocols in-depth.
Troubleshooting: Demonstrate strong problem-solving skills and logical troubleshooting techniques.
Customer Handling: Prepare examples showcasing excellent customer communication and handling skills.

Company & Culture Questions:

Customer Satisfaction: Discuss your approach to customer satisfaction and ensuring timely problem resolution.
Teamwork: Describe your experience working in a collaborative team environment and supporting colleagues to resolve customer issues efficiently.
Continuous Learning: Explain your commitment to continuous learning and staying current with emerging technologies and best practices in technical support.

Portfolio Presentation Strategy: Not applicable for this role, as it focuses on technical support rather than web development or design.