Resident Network Engineer

Job Description

The Resident Engineer reports into the Global Services (GS) division of Networks as part of the

Advanced Services (AS) team, typically dedicated to a single customer. Advanced Services is an

additional support option, which requires the purchase of a support contract. Resident Engineers are

expected to be fluent not only in networking technology and general networking, but also in the

specific customer deployments and use cases they support.

Resident Engineers are the primary technical support contact for customers that purchase Advanced

Services, and work with the customer directly and daily. They are entrusted to access customer

production equipment to perform troubleshooting and repair. In this position, the primary role is one

of “break/fix”, where the engineer’s mastery of in-depth diagnostics quickly brings network assets

back online and heads off future problems. Resident Consultants extend this role to include proactive

design and implementation guidance as well as more advanced troubleshooting, repair, and

communication skills.

Key Tasks

▪ Take ownership of customer issues, isolate networking product issues at configuration, network,

hardware, or software levels, ensuring prompt service restoration and resolution to the

customer’s satisfaction using a systematic problem-solving approach.

▪ Work closely with other GS teams including JTAC/CFTS to ensure knowledge of the customer’s

networks, issues, and solutions. Keep AS management informed of all sensitive issues.

▪ In higher support levels, replicate customer environments and issues in the lab and work closely

with Network Engineering teams in providing bug fixes, patches or workarounds on software

issues reported by the customer.

▪ Provide necessary support for high-profile technical escalations. Engage in email exchanges,

conference calls and/or in-person meetings. Many REs work inside the customer’s facilities.

▪ Develop and maintain skills in the core products and technologies. Take all necessary internal

and external training required and highlight any need for new training as the customer’s networks

evolve.

▪ Work with other technical teams within networking regarding new products and feature

improvements for reliability, availability, and serviceability. This includes both software and

hardware engineering groups.

▪ Contribute to internal and external technical documentation (PRs, white papers, FAQs, KBs,

TOIs).

▪ Develop a “can-do” attitude and suggest opportunities to improve the team’s performance and

increase the customer’s satisfaction.

Experience

▪ Typically requires 4+ years of network engineering experience.

▪ Excellent engineering troubleshooting skills.

▪ Strong communication and interpersonal skills.

▪ Strong presentation skills.

▪ JUNOS CLI experience.

▪ Must have large-scale experience with Juniper hardware (MX, EX, QFX and PTX products).

▪ Must have experience with core routing protocols: BGP, OSPF, IS-IS.

▪ Must have experience with MPLS, VPLS, L2VPNs, EVPN-VXLAN and QoS.

▪ Experience with Python scripting a plu

NETS International is a growing technology and telecommunications company with a global presence. We offer employees the opportunity to work on diverse projects, collaborate with international teams, and develop their skills in a fast-paced, professional environment.