Senior Network Engineer – Serviceability

Role Overview

• Serve as the technical authority for identifying and prioritizing the most impactful serviceability and supportability gaps affecting customer experience, support efficiency, and product quality.
• Analyze product and customer experience signals across transactional support case surveys, Voice of the Customer comments, support cases, escalations, product usage trends, and post-mortem findings to identify systemic issues and improvement opportunities.
• Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering.
• Partner with Product Management and Engineering to ensure supportability becomes a core design consideration in future releases, including diagnostics, logging, observability, troubleshooting workflows, recovery mechanisms, operational tooling, and support readiness.
• Lead structured forums with Support, Product Management, Engineering, and NPI Program Managers to review, refine, and prioritize serviceability enhancement requests.
• Drive closed-loop action planning by connecting Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements.
• Influence roadmap direction with a focus on reducing avoidable support cases, improving time-to-resolution, enabling self-driving network experiences, and increasing product reliability and operational simplicity.
• Develop executive-ready narratives and readouts that connect technical serviceability gaps and Voice of the Customer trends to business impact, customer outcomes, and Product Management priorities.
• Act as the customer and support advocate in cross-functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions.
• Help define the frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes.

Requirements

• Bachelor’s degree in Electrical Engineering, Networking, or a related technical discipline.
• Significant experience in advanced networking engineering, escalation engineering, product supportability, technical support, or a related technical customer experience role.
• Deep hands-on knowledge of enterprise and service provider networking technologies, including routing, switching, cloud NMS, telemetry, diagnostics, and operational troubleshooting.
• Demonstrated experience with Juniper technologies such as AIOps, Data center, Security, Switching, and Wireless.
• Strong ability to interpret support case data, defect patterns, escalation themes, and customer feedback to identify systemic technical issues.
• Proven ability to influence Product Management and Engineering decisions using technical credibility, data-driven evidence, and business/customer impact.
• Experience leading cross-functional technical discussions involving Support, NPI, Product Management, and Engineering organizations.
• Excellent written and verbal communication skills, including the ability to translate deep technical issues into concise executive-level insights and recommendations.
• Strong analytical capability with experience using dashboards, trend analysis, and structured problem-solving to drive prioritization and action.

Tech Stack

• Cloud
• Switching

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion