📍 Job Overview

Job Title: Technical Support Engineer 3
Company: Juniper Networks
Location: Costa Rica
Job Type: On-site
Category: Technical Support Engineer
Date Posted: 2025-06-18
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide high-level technical support on Juniper routing/switching platforms, troubleshoot configuration, hardware, and software issues, and advocate for timely problem resolution.
Key Skills: Excellent customer handling, problem-solving, IP packet flow knowledge, proficiency in Layer 3/2 technologies, MPLS, and other networking protocols.

📝 Enhancement Note: This role requires a strong focus on customer advocacy and problem-solving, with a deep understanding of Juniper products and networking technologies.

💻 Primary Responsibilities

Troubleshooting: Investigate and resolve customer-reported issues on Juniper routing/switching platforms.
Customer Advocacy: Act as a customer advocate, understanding their environment/network, and influencing business to resolve problems promptly.
Problem Reproduction: Replicate customer environments and network problems in the lab to identify and fix issues.
Knowledge Base: Contribute to the creation of knowledge bases and whitepapers to improve support processes.
Internal Collaboration: Interface with CFTS Lead Engineers, Engineering, and Advance Services teams on critical customer escalations.
Shift Work: Available to work in shifts and cover weekend rotations.

📝 Enhancement Note: This role requires a proactive and reactive approach, often handling complex customer issues and collaborating with internal teams to resolve them.

🎓 Skills & Qualifications

Education: Bachelor’s or master's degree in Electrical/Electronics/Computer/Telecommunication/Network Engineering.

Experience: 3+ years of experience in IP Network Routing and/or Switching domain – troubleshooting, implementation, design, etc.

Required Skills:

Excellent customer handling and communication (verbal and written) skills
Excellent problem-solving skills
In-depth knowledge of IP packet flow

Preferred Skills:

Proficiency in any 2 of the following technologies:
- Layer 3 Technologies (OSPF, ISIS, BGP, ICMP, UDP, TCP, QoS, VRRP,)
- Layer 2 Technologies (Ethernet, VLAN, STP, ARP, LACP, stacking/virtual chassis)
- MPLS & MPLS-based Services (LDP, RSVP, Layer 3 VPN, Layer 2 VPN, VPLS, Easy VPN)
- Other Networking Protocols & Features (VLAN, CoS, VRRP, L2Circuit, SNMP, BFD, LACP, MC-LAG, DDoS, MX-VC)

Preferred Certifications: JNCIE/CCIE

📝 Enhancement Note: While not required, having platform knowledge in Juniper, Cisco, Palo Alto, Arista, or other relevant vendors would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or projects showcasing network troubleshooting and issue resolution.
Highlight customer advocacy skills by presenting examples of successful customer interactions and issue resolution.
Showcase knowledge of IP packet flow and networking protocols through relevant projects or certifications.

Technical Documentation:

Provide documentation of network diagrams, configurations, and troubleshooting steps for past projects.
Include any relevant whitepapers or knowledge base articles created during past roles.

📝 Enhancement Note: As this role focuses on technical support, a strong portfolio demonstrating problem-solving skills and customer advocacy will be crucial for success.

💵 Compensation & Benefits

Salary Range: The average salary for a Technical Support Engineer in Costa Rica is around CRC 1,500,000 - 2,500,000 per year (USD 2,400 - 4,000). However, this can vary depending on experience and skill level.

Benefits:

Medical, dental, and vision insurance
Retirement savings plan
Employee stock purchase plan
Tuition reimbursement
Employee discounts on Juniper products

Working Hours: Full-time (40 hours/week), with shift work and weekend rotations required.

📝 Enhancement Note: While the salary range is provided, it's essential to verify the exact compensation package with the hiring organization.

🎯 Team & Company Context

Company Culture:

Industry: Networking and cybersecurity
Company Size: Medium (5,001-10,000 employees)
Founded: 1996

Team Structure:

The Customer Focused Technical Support (CFTS) team is responsible for providing high-level technical support to Juniper's top customers.
The team consists of Technical Support Engineers (TSEs) and Lead Engineers, working collaboratively to resolve customer issues and improve support processes.

Development Methodology:

Juniper follows an Agile development methodology, focusing on continuous improvement and customer satisfaction.
The CFTS team works closely with Engineering and Advance Services teams to address customer issues and enhance Juniper products.

Company Website: Juniper Networks

📝 Enhancement Note: Juniper Networks is known for its innovative networking and cybersecurity solutions, with a strong focus on customer satisfaction and continuous improvement.

📈 Career & Growth Analysis

Technical Support Engineer 3:

Role Summary: Provide high-level technical support and troubleshooting for Juniper routing/switching platforms, acting as a customer advocate and driving issue resolution.
Reporting Structure: Report directly to the CFTS Team Lead, collaborating with other TSEs, Lead Engineers, and internal teams (Engineering, Advance Services) to resolve customer issues.
Technical Impact: Influence the development and improvement of Juniper products by identifying trends, providing feedback, and contributing to knowledge bases and whitepapers.

Growth Opportunities:

Career Progression: With experience and demonstrated success, Technical Support Engineers can progress to Senior TSE or Lead Engineer roles, managing teams and driving strategic customer support initiatives.
Technical Skill Development: Expand knowledge of Juniper products, networking technologies, and troubleshooting skills through hands-on experience, training, and certifications (e.g., JNCIE/CCIE).
Technical Leadership: Develop leadership skills by mentoring junior team members, driving process improvements, and contributing to strategic decision-making.

📝 Enhancement Note: This role offers significant growth potential, with opportunities to advance within the technical support organization and develop expertise in Juniper products and networking technologies.

🌐 Work Environment

Office Type: On-site, with shift work and weekend rotations required.

Office Location(s): Costa Rica

Workspace Context:

Collaborative workspace with dedicated support teams and cross-functional collaboration opportunities.
Access to testing devices, traffic generators, and other tools to facilitate troubleshooting and issue resolution.
Flexible work environment that encourages continuous learning and skill development.

Work Schedule: Full-time (40 hours/week), with shift work and weekend rotations required to provide 24/7 customer support.

📝 Enhancement Note: The on-site work environment at Juniper Networks fosters collaboration and continuous learning, with dedicated support teams and access to relevant tools and resources.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and initial fit for the role.
Technical Assessment: A hands-on assessment of troubleshooting skills, focusing on network configuration, hardware, and software issues.
Behavioral Interview: An in-depth discussion of problem-solving skills, customer advocacy, and team collaboration.
Final Interview: A meeting with the hiring manager to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips:

Highlight problem-solving skills and customer advocacy through case studies or projects.
Demonstrate knowledge of IP packet flow and networking protocols through relevant projects or certifications.
Showcase strong communication skills and ability to work collaboratively with internal teams.

Technical Challenge Preparation:

Brush up on networking fundamentals, focusing on Layer 3/2 technologies, MPLS, and other relevant protocols.
Familiarize yourself with Juniper products and their features, focusing on routing/switching platforms.
Practice troubleshooting network issues and replicating customer environments in a lab setting.

ATS Keywords: (Organized by category)

Networking Protocols: OSPF, ISIS, BGP, ICMP, UDP, TCP, QoS, VRRP, MPLS, LDP, RSVP, Layer 3 VPN, Layer 2 VPN, VPLS, Easy VPN, VLAN, CoS, VRRP, L2Circuit, SNMP, BFD, LACP, MC-LAG, DDoS, MX-VC
Platforms: Juniper, Cisco, Palo Alto, Arista
Tools: Traffic generators (Ixia, Agilent), protocol analyzers, testers
Certifications: JNCIE, CCIE
Soft Skills: Problem-solving, customer handling, communication, teamwork, collaboration

📝 Enhancement Note: The interview process for this role focuses on assessing technical troubleshooting skills, customer advocacy, and team collaboration, with a strong emphasis on networking fundamentals and Juniper products.

🛠 Technology Stack & Web Infrastructure

Networking Technologies:

Layer 3 Technologies (OSPF, ISIS, BGP, ICMP, UDP, TCP, QoS, VRRP,)
Layer 2 Technologies (Ethernet, VLAN, STP, ARP, LACP, stacking/virtual chassis)
MPLS & MPLS-based Services (LDP, RSVP, Layer 3 VPN, Layer 2 VPN, VPLS, Easy VPN)
Other Networking Protocols & Features (VLAN, CoS, VRRP, L2Circuit, SNMP, BFD, LACP, MC-LAG, DDoS, MX-VC)

Platforms:

Juniper, Cisco, Palo Alto, Arista

Tools:

Traffic generators (Ixia, Agilent)
Protocol analyzers, testers
Juniper's JUNOS operating system

📝 Enhancement Note: Familiarity with Juniper products and their features, as well as a strong understanding of networking technologies, is essential for success in this role.

👥 Team Culture & Values

Juniper Networks Values:

Customer Focus: Juniper is committed to understanding and meeting customer needs, driving customer satisfaction, and building long-term customer relationships.
Integrity: Juniper values honesty, fairness, and ethical behavior in all aspects of business.
Accountability: Juniper holds its employees responsible for their actions and decisions, encouraging a culture of ownership and responsibility.
Innovation: Juniper fosters a culture of continuous learning and improvement, driving technological advancements and industry leadership.

Collaboration Style:

Cross-functional Teamwork: Juniper encourages collaboration and information sharing across teams, fostering a culture of collective problem-solving and innovation.
Customer-centric Approach: Juniper prioritizes understanding and addressing customer needs, driving customer satisfaction and business growth.
Continuous Learning: Juniper values continuous learning and skill development, providing opportunities for employees to grow professionally and contribute to the company's success.

📝 Enhancement Note: Juniper Networks fosters a customer-centric, collaborative, and innovative culture, with a strong focus on integrity and accountability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot and resolve complex customer-reported issues on Juniper routing/switching platforms, often under tight deadlines.
Emerging Technologies: Stay up-to-date with the latest networking technologies and trends, integrating new solutions into Juniper's product portfolio.
Customer Advocacy: Balance the need for prompt issue resolution with the need to understand and address customer expectations and preferences.

Learning & Development Opportunities:

Technical Skill Development: Expand knowledge of Juniper products, networking technologies, and troubleshooting skills through hands-on experience, training, and certifications (e.g., JNCIE/CCIE).
Customer-centric Focus: Develop a deep understanding of customer needs and preferences, driving customer satisfaction and business growth.
Leadership Development: Build leadership skills by mentoring junior team members, driving process improvements, and contributing to strategic decision-making.

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities, with a strong focus on customer advocacy, continuous learning, and skill development.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Demonstrate a strong understanding of IP packet flow, Layer 3/2 technologies, and other relevant networking protocols.
Juniper Products: Showcase familiarity with Juniper's routing/switching platforms and their features, as well as any relevant certifications (e.g., JNCIE).
Troubleshooting Scenarios: Walk through complex network troubleshooting scenarios, demonstrating problem-solving skills and ability to replicate customer environments in a lab setting.

Company & Culture Questions:

Customer-centric Approach: Discuss your experience with customer advocacy and driving customer satisfaction in previous roles.
Collaboration & Teamwork: Describe your experience working collaboratively with internal teams to resolve customer issues and improve support processes.
Continuous Learning: Share examples of continuous learning and skill development in previous roles, highlighting your ability to adapt to new technologies and trends.

Portfolio Presentation Strategy:

Problem-solving Skills: Highlight your ability to troubleshoot and resolve complex network issues, demonstrating strong problem-solving skills and customer advocacy.
Customer-centric Focus: Showcase your understanding of customer needs and preferences, driving customer satisfaction and business growth.
Technical Expertise: Demonstrate your technical expertise in networking technologies and Juniper products, highlighting any relevant certifications or projects.

📝 Enhancement Note: The interview process for this role focuses on assessing technical troubleshooting skills, customer advocacy, and team collaboration, with a strong emphasis on networking fundamentals and Juniper products.

📌 Application Steps

To apply for this Technical Support Engineer 3 position:

Submit Your Application: Visit the Juniper Networks careers page and search for the job listing using the job title or ID (1013643).
Tailor Your Portfolio: Highlight problem-solving skills and customer advocacy through case studies or projects, demonstrating knowledge of IP packet flow and networking protocols.
Optimize Your Resume: Emphasize relevant experience and skills, focusing on networking technologies, Juniper products, and customer advocacy.
Prepare for Technical Assessment: Brush up on networking fundamentals, familiarize yourself with Juniper products, and practice troubleshooting network issues in a lab setting.
Research Juniper Networks: Understand Juniper's products, culture, and values, focusing on their customer-centric approach and commitment to innovation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

82533P-Technical Support Engineer 3