📍 Job Overview

Job Title: Technical Support Manager
Company: Juniper Networks
Location: Bucharest, Romania
Job Type: On-site
Category: Management, Technical Support
Date Posted: June 11, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Lead and develop a Technical Support team to deliver remarkable customer experience for Juniper's diverse product portfolio.
Foster a high-performing, innovative, and open team culture that drives continuous improvement.
Collaborate with cross-functional teams, including Product Engineering and Outsourced TAC teams, to ensure customer satisfaction and operational excellence.
Utilize data and trends to make proactive decisions, avoid operational impact, and enhance support processes.

📝 Enhancement Note: This role requires a strong balance between people management, technical expertise, and customer advocacy. The ideal candidate will have a proven track record in managing global technical support teams and a deep understanding of networking technologies.

💻 Primary Responsibilities

Team Management: Hire, train, and develop talent within the team, aligning with business objectives and fostering a customer-centric culture.
Customer Experience: Ensure exceptional customer support by managing case escalations, driving issue resolution, and maintaining high customer satisfaction scores.
Process Improvement: Identify inefficiencies in support processes, drive continuous improvement initiatives, and implement changes to enhance operational excellence.
Stakeholder Communication: Collaborate with internal teams, such as Product Engineering and Outsourced TAC teams, to address customer issues and improve product supportability.
Performance Metrics: Monitor key performance indicators (KPIs) and use data-driven insights to make informed decisions and improve support team performance.

📝 Enhancement Note: The primary focus of this role is on people management, customer advocacy, and process improvement. Technical expertise in networking is crucial for understanding customer issues and driving support enhancements.

🎓 Skills & Qualifications

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

Experience: 3+ years of operational and people management experience in a technical support environment, with a strong background in IP and data network infrastructure.

Required Skills:

Proven experience in managing global technical support teams.
Excellent communication skills, with the ability to adapt communication based on the audience.
Strong problem-solving mindset and ownership of issues.
Ability to work with different stakeholders to achieve outcomes.
Obsession with quality and customer advocacy.
Familiarity with current networking and business models, trends, market dynamics, and technological adjacencies (e.g., virtualization, software/OS, cloud services).
Ability to assess, prioritize, assign, and handle technical work streams to completion.
Strong written, oral, and presentation skills, with the ability to discuss technical concepts to various audiences.

Preferred Skills:

Relevant technical skills/certifications in networking or related fields.
Experience with Juniper products and solutions.

📝 Enhancement Note: While technical expertise is essential, the primary focus of this role is on people management, customer advocacy, and process improvement. Relevant experience in managing technical support teams is more important than specific technical certifications.

📊 Web Portfolio & Project Requirements (Not Applicable)

Note: This role does not require a web portfolio or project requirements, as it is focused on technical support management rather than web development or design.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Bucharest, Romania, is estimated to be between 25,000 RON and 35,000 RON per year (approximately 5,200 EUR to 7,200 EUR), based on market research and industry standards for similar roles in the region.

Benefits:

Competitive salary and benefits package.
Opportunities for professional development and career growth within Juniper Networks.
A dynamic and innovative work environment focused on driving networking solutions for the future.
The chance to work with a global team of talented professionals dedicated to delivering exceptional customer experiences.

Working Hours: Full-time position, with standard business hours Monday through Friday. Occasional on-call rotations may be required to support 24/7 customer support operations.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for similar roles in the region. The actual salary offered may vary depending on the candidate's experience, qualifications, and Juniper Networks' internal compensation structures.

🎯 Team & Company Context

🏢 Company Culture

Industry: Juniper Networks operates in the networking industry, focusing on delivering innovative, high-performance networking solutions for service providers, cloud providers, and enterprise customers.

Company Size: Juniper Networks is a mid-sized company with approximately 8,000 employees worldwide, providing a unique blend of agility and resources for technical support professionals.

Founded: Juniper Networks was founded in 1996 and has since grown into a leading provider of networking products and solutions.

Team Structure:

The Technical Support team is part of the Customer Support organization, which is responsible for delivering exceptional customer experiences and ensuring high customer satisfaction.
The team consists of support engineers, team leads, and managers, working together to address customer issues and enhance support processes.
The team collaborates closely with other internal teams, such as Product Engineering and Outsourced TAC teams, to improve product supportability and resolve customer issues.

Development Methodology:

Juniper Networks follows a customer-centric approach to product development and support, focusing on delivering exceptional customer experiences and driving operational excellence.
The company employs Agile methodologies for product development and continuous improvement initiatives, fostering a culture of innovation and collaboration.

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

📝 Enhancement Note: Juniper Networks' focus on customer experience and operational excellence creates an ideal environment for technical support professionals seeking to grow their careers in a dynamic and innovative organization.

📈 Career & Growth Analysis

Technical Support Manager Career Level: This role is an intermediate to senior-level position within the Technical Support organization. The primary responsibilities include managing a team of support engineers, driving customer satisfaction, and enhancing support processes.

Reporting Structure: The Technical Support Manager reports directly to the Director of Technical Support or a similar role within the Customer Support organization. The manager is responsible for leading a team of support engineers and collaborating with other internal teams to address customer issues and improve product supportability.

Technical Impact: The Technical Support Manager plays a crucial role in ensuring high customer satisfaction by driving issue resolution, enhancing support processes, and collaborating with internal teams to improve product supportability. The manager's technical expertise in networking is essential for understanding customer issues and driving support enhancements.

Growth Opportunities:

Team Lead/Manager: Proven performance in the Technical Support Manager role may lead to opportunities for managing larger teams or taking on more significant responsibilities within the Customer Support organization.
Technical Specialist/Consultant: Strong technical expertise and a deep understanding of Juniper products and solutions may open up opportunities for specialized roles focused on complex customer issues or new product introductions.
Product Management/Engineering: Demonstrated success in driving customer-centric product improvements and a strong understanding of customer needs may provide opportunities for transitioning into product management or engineering roles.

📝 Enhancement Note: Juniper Networks offers numerous growth opportunities for technical support professionals seeking to advance their careers in customer support, technical specialization, or product development.

🌐 Work Environment

Office Type: Juniper Networks' Bucharest office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-plan workspaces, meeting rooms, and breakout areas, providing an ideal environment for technical support professionals to thrive.

Office Location(s): Juniper Networks' Bucharest office is located in the city center, with excellent access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The open-plan office layout encourages collaboration and knowledge sharing among team members, fostering a culture of continuous learning and improvement.
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet connectivity, video conferencing facilities, and advanced collaboration tools.
Work-Life Balance: Juniper Networks promotes a healthy work-life balance, offering flexible working arrangements and a supportive work environment that caters to the diverse needs of its employees.

Work Schedule: Full-time position, with standard business hours Monday through Friday. Occasional on-call rotations may be required to support 24/7 customer support operations.

📝 Enhancement Note: Juniper Networks' modern and collaborative work environment provides an ideal setting for technical support professionals to grow their careers and deliver exceptional customer experiences.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial qualifications for the role.
Technical Deep Dive: A comprehensive discussion focused on the candidate's technical expertise in networking, support processes, and customer advocacy. This may include case studies, problem-solving exercises, and technical presentations.
Behavioral/Leadership Assessment: An in-depth evaluation of the candidate's leadership skills, team management experience, and problem-solving abilities. This may include role-play scenarios, behavioral questions, and discussions on past performance.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to assess the candidate's fit for the role, address any remaining questions, and make a final hiring decision.

Portfolio Review Tips: (Not Applicable)

Technical Challenge Preparation: (Not Applicable)

ATS Keywords: (Not Applicable)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within Juniper Networks' customer-centric and collaborative work environment.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is focused on technical support management rather than web development or design.

👥 Team Culture & Values

Technical Support Values:

Customer Advocacy: Juniper Networks is committed to delivering exceptional customer experiences and ensuring high customer satisfaction. Technical support professionals are expected to be the customer's advocate within the organization, driving issue resolution and enhancing support processes.
Collaboration: Juniper Networks fosters a culture of collaboration and teamwork, encouraging technical support professionals to work closely with internal teams, such as Product Engineering and Outsourced TAC teams, to address customer issues and improve product supportability.
Innovation: Juniper Networks is dedicated to driving networking solutions for the future. Technical support professionals are encouraged to think creatively and identify innovative approaches to enhancing support processes and improving customer satisfaction.
Continuous Learning: Juniper Networks values continuous learning and professional development. Technical support professionals are provided with opportunities to expand their knowledge and skills, both within the Technical Support organization and across other areas of the business.

Collaboration Style:

Cross-Functional Integration: Technical support professionals work closely with internal teams, such as Product Engineering and Outsourced TAC teams, to address customer issues and improve product supportability.
Code Review Culture: Juniper Networks fosters a culture of knowledge sharing and continuous learning, encouraging technical support professionals to collaborate and learn from one another.
Knowledge Sharing: Technical support professionals are encouraged to share their expertise and insights with the broader team, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: Juniper Networks' customer-centric and collaborative culture creates an ideal environment for technical support professionals seeking to grow their careers in a dynamic and innovative organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Global Customer Base: Managing a global customer base with diverse needs and expectations requires strong communication skills, cultural awareness, and adaptability.
24/7 Support Operations: Delivering exceptional customer support on a 24/7 basis requires strong time management skills, prioritization, and the ability to work effectively under pressure.
Continuous Learning: The dynamic nature of the networking industry requires technical support professionals to stay up-to-date with the latest trends, technologies, and best practices.

Learning & Development Opportunities:

Technical Training: Juniper Networks offers comprehensive training programs to help technical support professionals expand their knowledge and skills in networking and support processes.
Leadership Development: Juniper Networks provides opportunities for technical support professionals to develop their leadership skills through mentoring, coaching, and formal training programs.
Career Progression: Juniper Networks offers numerous growth opportunities for technical support professionals seeking to advance their careers in customer support, technical specialization, or product development.

📝 Enhancement Note: Juniper Networks' dynamic and innovative work environment presents numerous challenges and growth opportunities for technical support professionals seeking to develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Customer Experience: Describe your approach to delivering exceptional customer experiences and ensuring high customer satisfaction. Provide examples of initiatives you have led or contributed to in previous roles.
Team Management: Discuss your experience in managing technical support teams, including hiring, training, and developing talent. Provide examples of successful team management strategies and any challenges you have faced.
Process Improvement: Explain your approach to identifying inefficiencies in support processes and driving continuous improvement initiatives. Provide examples of successful process improvement projects you have led or contributed to in previous roles.

Company & Culture Questions:

Customer Advocacy: How do you ensure that you are the customer's advocate within the organization, and how have you driven customer-centric improvements in previous roles?
Collaboration: Describe your experience working with cross-functional teams, such as Product Engineering and Outsourced TAC teams, to address customer issues and improve product supportability. How have you fostered a culture of collaboration and knowledge sharing within your teams?
Innovation: How do you approach identifying innovative solutions to enhance support processes and improve customer satisfaction? Provide examples of creative approaches you have taken in previous roles.

Portfolio Presentation Strategy: (Not Applicable)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within Juniper Networks' customer-centric and collaborative work environment. Preparation should focus on providing specific examples of past performance and demonstrating a strong understanding of Juniper Networks' values and culture.

📌 Application Steps

To apply for this Technical Support Manager position at Juniper Networks:

Submit Your Application: Visit the Juniper Networks careers website (https://www.juniper.net/careers/) and search for the Technical Support Manager role in Bucharest, Romania. Follow the instructions to submit your application, including your resume, cover letter, and any other required documents.
Prepare Your Portfolio: While not required for this role, having a portfolio of relevant work examples, case studies, or testimonials can demonstrate your technical expertise and leadership skills. Focus on examples that showcase your ability to deliver exceptional customer experiences, drive process improvement, and manage technical support teams.
Research Juniper Networks: Familiarize yourself with Juniper Networks' products, services, and company culture. Understand the company's focus on delivering innovative, high-performance networking solutions and its commitment to exceptional customer experiences.
Prepare for Technical Interviews: Review the interview process outlined above and prepare for each stage, focusing on providing specific examples of your past performance and demonstrating a strong understanding of Juniper Networks' values and culture.

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

Technical Support Manager