Escalation Engineer - Routing (1) at Juniper Networks

📍 Job Overview

Job Title: Escalation Engineer - Routing
Company: Juniper Networks
Location: Netherlands
Job Type: On-site
Category: Technical Support & Infrastructure
Date Posted: June 6, 2025
Experience Level: 5-10 years

🚀 Role Summary

Provide expert-level technical review of critical escalations, focusing on identifying product gaps to drive product improvements.
Collaborate with cross-functional teams, including Engineering, PLM, Sales Engineers, and JTAC teams, to resolve complex issues and enhance product supportability.
Develop technical knowledge and training resources, such as TSBs, Whitepapers, Troubleshooting Guides, and Technical Training, to improve product stability, functionality, and robustness.

📝 Enhancement Note: This role requires a deep understanding of Juniper products and the ability to work independently to analyze and resolve complex technical issues. Strong communication skills are essential for collaborating with cross-functional teams and driving product improvements.

💻 Primary Responsibilities

Escalation Management: Consult on critical escalations to identify product-level issues and assist engineering teams with problem analysis and resolution.
Product Supportability: Drive product supportability initiatives to improve product stability, functionality, and robustness.
Technical Training: Provide technical training for new products as part of the New Product Introduction (NPI) process.
Testing & Problem Management: Identify Systest testing gaps and work with engineering to improve their test plans. Drive Problem Management initiatives to proactively address and prevent issues.
Technical Documentation: Produce knowledge documentation, such as TSBs, Whitepapers, Troubleshooting Guides, and Technical Training, to improve product support and user experience.
Global Hot Accounts: Own issues and provide technical input into Global Hot Accounts meetings to ensure customer satisfaction and product quality.

📝 Enhancement Note: This role involves a high level of technical expertise and the ability to work independently to analyze and resolve complex issues. Strong communication skills are essential for collaborating with cross-functional teams and driving product improvements.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 5-10 years of experience in a technical support or engineering role, with a focus on Juniper products.

Required Skills:

Deep understanding of Juniper [Routing | Switching | Security] products
JNCIE certification in relevant technology
Proficiency in Python, Java, C, C++, and HTML languages
Exceptional verbal and written communication skills
Demonstrated ability to work completely independently
Experience working with cross-functional teams
Project management knowledge, in particular related to NPI
Ability to handle critical situations and escalations

Preferred Skills:

JNCIE certified Engineer with extensive and deep [Routing | Switching | Security] product experience
Proven track record of successfully handling product/architectural level problems in the relevant technology

📊 Web Portfolio & Project Requirements

Technical Portfolio: Demonstrate a strong understanding of Juniper products and relevant technologies through case studies, technical articles, or open-source projects showcasing your expertise in routing, switching, or security.
Problem-Solving Skills: Highlight your ability to analyze and resolve complex technical issues by providing examples of escalations you've handled and the steps you took to resolve them.
Technical Documentation: Include examples of technical documentation, such as TSBs, Whitepapers, or Troubleshooting Guides, that you've created to improve product support and user experience.

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on market research for Technical Support Engineer roles in the Netherlands with 5-10 years of experience)

Benefits:

Competitive benefits package, including health insurance and retirement plans
Employee stock purchase plan
Generous time-off policies, including vacation, sick leave, and holidays
Employee assistance program
Learning and development opportunities, including training and certification programs

Working Hours: Full-time, 40 hours per week, with flexible working hours to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate based on market research for Technical Support Engineer roles in the Netherlands with 5-10 years of experience. Actual salary may vary depending on the candidate's qualifications and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Juniper Networks is a leading provider of high-performance networking products, including routers, switches, and security appliances. The company operates in the technology industry, focusing on networking and cybersecurity solutions for enterprise and service provider markets.

Company Size: Juniper Networks is a mid-sized company with approximately 10,000 employees worldwide. This size allows for a structured yet agile work environment, enabling employees to make a significant impact on the company's success.

Founded: Juniper Networks was founded in 1996 and is headquartered in Sunnyvale, California, with offices worldwide. The company has a strong focus on innovation and continuous improvement, driven by its mission to connect everything and empower everyone.

Team Structure:

The Escalation Engineer role is part of the Technical Support organization, which is responsible for providing high-quality support to Juniper's customers.
The team consists of experienced technical professionals who work closely with Engineering, PLM, Sales Engineers, and JTAC teams to resolve complex customer issues and improve product supportability.
The team is organized into specialized groups focused on routing, switching, and security technologies.

Development Methodology:

Juniper Networks follows an Agile development methodology, with a focus on continuous improvement and customer satisfaction.
The company uses Scrum frameworks to manage projects and ensure efficient collaboration between teams.
Juniper Networks emphasizes code reviews, testing, and quality assurance practices to maintain high product quality and performance.

Company Website: https://www.juniper.net/

📝 Enhancement Note: Juniper Networks is a well-established company in the technology industry, with a strong focus on innovation and continuous improvement. The company's size and structure allow for a structured yet agile work environment, enabling employees to make a significant impact on the company's success.

📈 Career & Growth Analysis

Web Technology Career Level: The Escalation Engineer role is an intermediate-level position within the Technical Support organization. This role requires a deep understanding of Juniper products and the ability to work independently to analyze and resolve complex technical issues. Strong communication skills are essential for collaborating with cross-functional teams and driving product improvements.

Reporting Structure: The Escalation Engineer reports directly to the Escalation Manager, who is responsible for overseeing the team's activities and ensuring customer satisfaction. The role may also work closely with Engineering, PLM, Sales Engineers, and JTAC teams to resolve complex customer issues and improve product supportability.

Technical Impact: The Escalation Engineer plays a critical role in identifying product gaps and driving product improvements. By working closely with cross-functional teams, the role helps ensure high-quality product support and customer satisfaction.

Growth Opportunities:

Technical Growth: Deepen your expertise in Juniper products and related technologies by working on complex escalations and collaborating with cross-functional teams.
Leadership Development: Demonstrate your ability to lead technical projects and mentor junior team members to progress into a technical leadership role within the Technical Support organization.
Product Management: Showcase your ability to drive product improvements and influence product roadmaps to transition into a product management role within Juniper Networks.

📝 Enhancement Note: The Escalation Engineer role offers significant opportunities for technical growth and career progression within the Technical Support organization. By demonstrating strong technical expertise and leadership skills, employees can advance to technical leadership or product management roles within Juniper Networks.

🌐 Work Environment

Office Type: Juniper Networks' office in the Netherlands is a modern, collaborative workspace designed to foster innovation and productivity. The office features open-plan workspaces, meeting rooms, and breakout areas to accommodate various work styles and team interactions.

Office Location(s): Juniper Networks' office in the Netherlands is located in Amsterdam, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The open-plan workspace encourages collaboration and knowledge sharing among team members, fostering a culture of continuous learning and improvement.
Specialized Equipment: The office is equipped with specialized tools and resources to support the team's technical needs, including network testing equipment, software development tools, and advanced visualization tools.
Cross-Functional Interaction: The office is designed to facilitate cross-functional interactions between technical teams, sales teams, and other departments, ensuring efficient communication and collaboration.

Work Schedule: The Escalation Engineer role follows a full-time work schedule, with flexible working hours to accommodate maintenance windows, customer support, and project deadlines. The team may also be required to work on an on-call rotation to provide 24/7 customer support.

📝 Enhancement Note: Juniper Networks' office in the Netherlands offers a modern, collaborative workspace designed to foster innovation and productivity. The office's location and design promote efficient communication and collaboration between technical teams, sales teams, and other departments.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills, technical expertise, and cultural fit with Juniper Networks.
Technical Assessment: A hands-on technical assessment focused on your ability to analyze and resolve complex technical issues related to Juniper products.
Behavioral Interview: An in-depth behavioral interview to evaluate your problem-solving skills, communication abilities, and cultural fit with Juniper Networks.
Final Review: A final review with the hiring manager to discuss your qualifications, career aspirations, and fit within the team.

Portfolio Review Tips:

Highlight your technical expertise and problem-solving skills by showcasing case studies, technical articles, or open-source projects that demonstrate your ability to analyze and resolve complex technical issues related to Juniper products.
Include examples of technical documentation, such as TSBs, Whitepapers, or Troubleshooting Guides, that you've created to improve product support and user experience.
Emphasize your ability to work independently and collaborate with cross-functional teams to drive product improvements and enhance customer satisfaction.

Technical Challenge Preparation:

Brush up on your knowledge of Juniper products, including their features, benefits, and use cases.
Familiarize yourself with Juniper's technical documentation, including product guides, release notes, and knowledge base articles.
Practice analyzing and resolving complex technical issues related to Juniper products using hands-on labs and simulations.

ATS Keywords: Juniper Networks, Technical Support, Escalation Engineer, Routing, Switching, Security, JNCIE, Python, Java, C, C++, HTML, Problem Analysis, Technical Training, Product Supportability, Systest Testing, Project Management, Communication Skills, Cross-Functional Collaboration

📝 Enhancement Note: The interview process for the Escalation Engineer role at Juniper Networks is designed to assess your technical expertise, problem-solving skills, and cultural fit with the company. By preparing thoroughly and showcasing your technical portfolio, you can demonstrate your qualifications and increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Routing Technologies:

Juniper MX Series Routers
Juniper SRX Series Routers
Juniper EX Series Ethernet Switches
Juniper QFX Series Switches
Junos OS
Junos Space
Junos Policy

Security Technologies:

Juniper SRX Series Services Gateways
Juniper MX Series Security Gateways
Juniper Sky ATP
Juniper Sky Advanced Threat Prevention
Juniper Secure Access
Junos Pulse

Infrastructure Tools:

Juniper Apstra
Juniper Contrail
Juniper vSRX
Juniper vMX
Juniper vSRX

📝 Enhancement Note: The Escalation Engineer role at Juniper Networks requires a deep understanding of Juniper products, including routing, switching, and security technologies. Familiarize yourself with Juniper's product portfolio and related technologies to excel in the role.

👥 Team Culture & Values

Technical Values:

Expertise: Juniper Networks values deep technical expertise and continuous learning. The company encourages employees to stay up-to-date with industry trends and emerging technologies.
Collaboration: Juniper Networks fosters a culture of collaboration and knowledge sharing. The company encourages employees to work closely with cross-functional teams to drive product improvements and enhance customer satisfaction.
Innovation: Juniper Networks emphasizes innovation and continuous improvement. The company encourages employees to think creatively and challenge the status quo to drive business growth and customer success.
Customer Focus: Juniper Networks is committed to providing high-quality products and exceptional customer service. The company values customer feedback and uses it to improve products and services.

Collaboration Style:

Cross-Functional Integration: Juniper Networks encourages cross-functional collaboration between technical teams, sales teams, and other departments to ensure efficient communication and customer satisfaction.
Code Review Culture: Juniper Networks emphasizes code reviews, testing, and quality assurance practices to maintain high product quality and performance.
Knowledge Sharing: Juniper Networks fosters a culture of knowledge sharing and continuous learning. The company encourages employees to share their expertise and learn from one another to drive personal and professional growth.

📝 Enhancement Note: Juniper Networks values deep technical expertise, collaboration, innovation, and customer focus. The company fosters a culture of knowledge sharing and continuous learning to drive personal and professional growth and enhance customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Gaps: Identify and address product gaps by analyzing complex escalations and collaborating with cross-functional teams to drive product improvements.
Emerging Technologies: Stay up-to-date with industry trends and emerging technologies to enhance product supportability and customer satisfaction.
Customer Expectations: Meet and exceed customer expectations by providing exceptional technical support and driving product improvements.
Global Hot Accounts: Own issues and provide technical input into Global Hot Accounts meetings to ensure customer satisfaction and product quality.

Learning & Development Opportunities:

Technical Training: Participate in technical training and certification programs to deepen your expertise in Juniper products and related technologies.
Conference Attendance: Attend industry conferences and events to network with peers, learn about emerging technologies, and share your expertise with the technical community.
Mentorship & Leadership Development: Seek mentorship opportunities and leadership development programs to advance your career within Juniper Networks.

📝 Enhancement Note: The Escalation Engineer role at Juniper Networks presents significant technical challenges and growth opportunities. By embracing these challenges and pursuing continuous learning and development, you can drive product improvements, enhance customer satisfaction, and advance your career within the company.

💡 Interview Preparation

Technical Questions:

Product Expertise: Demonstrate your deep understanding of Juniper products, including their features, benefits, and use cases.
Problem Analysis: Explain your approach to analyzing and resolving complex technical issues related to Juniper products.
Technical Training: Describe your experience providing technical training and driving product improvements through knowledge sharing and collaboration.
Product Supportability: Discuss your strategies for improving product supportability and enhancing customer satisfaction.
Cross-Functional Collaboration: Share examples of your ability to work effectively with cross-functional teams to drive product improvements and enhance customer satisfaction.

Company & Culture Questions:

Company Culture: Explain what you understand about Juniper Networks' company culture and how you would contribute to it as an Escalation Engineer.
Technical Challenges: Describe how you would approach and resolve complex technical issues related to Juniper products in a high-pressure environment.
Customer Focus: Explain how you would ensure high-quality product support and customer satisfaction in your role as an Escalation Engineer.
Product Improvement: Discuss your ideas for driving product improvements and enhancing customer satisfaction through technical training, knowledge sharing, and collaboration.

Portfolio Presentation Strategy:

Technical Portfolio: Highlight your technical expertise and problem-solving skills by showcasing case studies, technical articles, or open-source projects that demonstrate your ability to analyze and resolve complex technical issues related to Juniper products.
Technical Documentation: Include examples of technical documentation, such as TSBs, Whitepapers, or Troubleshooting Guides, that you've created to improve product support and user experience.
Customer Success Stories: Share success stories that demonstrate your ability to drive product improvements and enhance customer satisfaction through exceptional technical support and collaboration.

📝 Enhancement Note: The interview process for the Escalation Engineer role at Juniper Networks is designed to assess your technical expertise, problem-solving skills, and cultural fit with the company. By preparing thoroughly and showcasing your technical portfolio, you can demonstrate your qualifications and increase your chances of success in the interview process.

📌 Application Steps

To apply for this Escalation Engineer - Routing position at Juniper Networks:

Customize Your Resume: Tailor your resume to highlight your relevant technical skills, experience, and accomplishments related to Juniper products and routing technologies.
Prepare Your Portfolio: Curate a portfolio that showcases your technical expertise, problem-solving skills, and ability to drive product improvements through case studies, technical articles, or open-source projects.
Practice Technical Challenges: Brush up on your knowledge of Juniper products, technical documentation, and hands-on labs to prepare for the technical assessment.
Research Juniper Networks: Familiarize yourself with Juniper Networks' company culture, product portfolio, and industry presence to demonstrate your enthusiasm and fit for the role.
Apply: Submit your application through the application link provided, including your resume, portfolio, and any additional supporting documents.

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

Escalation Engineer - Routing (1)