Technical Support Engineer - L2 Routing

This role is part of HPE's Technical Assistance Center (TAC), supporting Juniper MX, PTX, and ACX series AI-native routers. The position focuses on Level 2 technical support and product escalation, troubleshooting complex hardware and software issues, and ensuring high-quality customer experiences.

Key Responsibilities

• Provide Level 2 technical support for Juniper MX, PTX, and ACX series routers, working directly with customers and partners
• Serve as an escalation point for Level 1 TAC teams and manage critical customer escalations
• Troubleshoot complex network problems, replicate customer environments in lab setups, and perform detailed problem analysis
• Take full ownership of customer issues from case creation through problem resolution
• Facilitate and document communication among customers and internal stakeholders
• Advocate for customers by understanding business impact and ensuring timely resolution
• Co...