Network Support Engineer
Hybrid · Heredia, Heredia Province, Costa Rica
Job Summary
Hybrid Network Support Engineer role focused on leading technical issues for top Juniper Networks customers (MX/PTX routers, EX/QFX switches). Responsibilities include owning high-priority problems, building trust with accounts, coordinating with cross-functional teams for issue resolution, contributing to technical documentation, and participating in customer meetings. Requires expertise in routing and switching (TCP/IP, BGP, OSPF, IS-IS, MPLS), strong customer service, and experience with Juniper/Cisco ecosystems. Prefer Cisco CCNP/CCIE and Juniper certifications, scripting skills, and familiarity with Linux/FreeBSD/macOS. This is a hybrid role with ~2 days/week in an HPE office in Costa Rica.
Required Qualifications
- Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Telecommunications, Information Technology, or a related field
- Experience in Network Support/Network Engineering or related technical roles
- 4+ years of experience in network environments
- Experience supporting enterprise customers in complex networks
- Strong troubleshooting and leadership in routing and switching technologies
Desired Qualifications
- Cisco CCNP or CCIE preferred
- Juniper certifications (JNCIA, JNCIS, JNCIP, or JNCIE) considered a strong advantage
- Experience with Linux, FreeBSD, and macOS operating systems
- Scripting and automation using Python, SLAX, Perl, or similar languages
- Experience with network management technologies and concepts including SNMP, QoS, NAT, MPLS and MPLS VPNs
- Cloud Architectures, DevOps, Distributed Computing, Microservices Fluency, Security-First Mindset, DevOps
- Excellent presentation and technical documentation skills
- Experience with traffic generators and network protocol analysis tools
- Strong troubleshooting and operational expertise in routing and switching (TCP/IP, BGP, OSPF, IS-IS, MPLS)
- Customer-focused, with proven ability to manage high-profile enterprise customers
- Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Telecommunications, Information Technology, or related field
- 4+ years in Network Support/Network Engineering or related roles
- Experience supporting large-scale IP networks and enterprise customers
- Strong English communication skills
- Proven ability to document technical issues and resolutions
- Hands-on experience with Juniper and Cisco equipment
- Willingness to participate in customer meetings and provide white-glove support
- Experience with scripting for automation and network testing
- Knowledge of VPN technologies and MPLS VPNs
- Networking certifications and hands-on troubleshooting across routing and switching
- Experience with Linux-based environments and networking tooling
- Knowledge of network management concepts and QoS strategies
- Willingness to continuously develop product knowledge and contribute to technical documentation
- Awareness of cybersecurity considerations in network design
- Ability to work in Hybrid work arrangements and coordinate with customer accounts
- Strong collaboration and cross-team coordination abilities
- Experience with performance optimization and fault isolation for large networks
- Customer-centric problem-solving mindset
- Ability to manage multiple high-priority issues simultaneously
- Experience with incident management and post-incident reviews
- Ability to produce clear customer-facing communications and reports
- Understanding of service-level expectations and escalation procedures
- Background in enterprise networking and service delivery
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