Description

RESPONSIBILITIES :

• Serve as a technical advisor to the customer, providing subject matter expertise across Mist WAN Assurance, Session Smart Router (SSR), SD-WAN, and Mist Wireless technologies.
• Design, deploy, configure, operate, and troubleshoot Mist-managed WAN Edge and SSR-based SD-WAN solutions.
• Provide technical expertise for WAN Edge configuration, routing, application policies, traffic steering, path selection, high availability, and site connectivity.
• Support Mist Wireless environments, including wireless configuration, operations, monitoring, troubleshooting, and optimization.
• Use Marvis Virtual Network Assistant, Service Level Expectations (SLEs), Mist insights, events, alerts, and telemetry to identify and troubleshoot network, end-user connectivity, and performance issues.
• Troubleshoot complex issues across WAN, SD-WAN, routing, wireless connectivity, authentication, roaming, RF, and application connectivity.
• Apply strong networking fundamentals to troubleshoot BGP, OSPF, TCP/IP, LAN/WAN connectivity, routing policies, VLANs, DHCP, and DNS.
• Analyze network behavior and performance to identify root causes and recommend technical and operational improvements.
• Support production changes, maintenance activities, software upgrades, incident resolution, and technical escalations.
• Collaborate with customer engineering and operations teams, HPE support organizations, and engineering teams to resolve complex technical issues.
• Develop and maintain technical documentation, implementation procedures, operational procedures, and troubleshooting guidance.
• Provide knowledge transfer, technical guidance, and mentoring to customer technical teams.
• Maintain strong ownership of technical issues and communicate status, risks, findings, and recommendations effectively to customer stakeholders.
• Operate as an integrated member of the customer’s technical environment, collaborating effectively with both customer and HPE teams.
• Provide onsite support in Grand Rapids, Michigan when required based on customer needs and planned activities.
• Maintain flexibility to support planned production changes and maintenance activities outside normal business hours when required.

EDUCATION AND EXPERIENCE REQUIRED :

• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Information Technology, or equivalent practical experience.
• Typically 6-10 years of experience in enterprise networking, network engineering, consulting, or related technical roles.
• Demonstrated hands-on experience supporting complex enterprise network environments.
• Previous experience in a customer-facing engineering, consulting, professional services, or Resident Engineer role is preferred.

KNOWLEDGE AND SKILLS :

• Advanced hands-on knowledge of Mist WAN Assurance and WAN Edge technologies.
• Strong practical experience with Session Smart Router (SSR), including deployment, configuration, traffic flows, routing, high availability, multiple WAN paths, monitoring, maintenance, and troubleshooting.
• Strong understanding of SD-WAN concepts and architectures, including WAN underlay and overlay, application policies, application-aware traffic steering, path selection, resiliency, high availability, and site-to-site connectivity.
• Strong hands-on experience with Mist Wireless, including WLAN configuration and operations, wireless client connectivity, authentication, roaming, RF troubleshooting, and performance optimization.
• Experience using Marvis Virtual Network Assistant and Mist AI-driven operational capabilities to investigate and resolve network and user-experience issues.
• Experience working with Mist Service Level Expectations (SLEs), insights, events, alerts, and telemetry.
• Strong knowledge of enterprise routing and networking technologies, including BGP, OSPF, TCP/IP, VLANs, routing policies, DHCP, and DNS.
• Ability to troubleshoot complex, multi-domain network issues and isolate problems across WAN, routing, wireless, client connectivity, and application paths.
• Knowledge of Mist Wired Assurance and Juniper EX switching is desirable.
• Excellent analytical and problem-solving skills, with the ability to independently lead complex technical investigations.
• Strong operational discipline in production environments, including change planning, validation, troubleshooting, escalation, and documentation.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts, issues, risks, and recommendations to technical and non-technical stakeholders.
• Demonstrated ability to operate independently in a customer-facing environment while collaborating effectively with customer teams, support organizations, and engineering resources.
• Ability to provide technical leadership, knowledge transfer, and mentoring to other engineers and customer technical teams.
• Relevant Juniper Networking or Mist certifications are desirable

Key Skills

Education

Bachelor's or Master's degrees