Switching-Technical Support Engineer 4 at Hewlett Packard Enterprise

Heredia, Heredia, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud ComputingIndustries

Requirements

In-depth engineering level technical product skills across a broad range of technologies (Servers, Storage, Network, SAN) for Cloud Services solutions
Advanced troubleshooting techniques and solution-oriented, data-driven approaches to identify and correct service degradation issues
Ability to take end-to-end ownership and communication (internal and external) of solutions from deployment to end-of-life
Experience monitoring, managing, and administering health, capacity, and performance of Cloud Services
Skills in architecting and developing tailored solutions through on-site and remote customer contact channels
Expertise in advising and optimizing on application best practices, infrastructure optimization, continuous improvement, compliance, and security management
Ability to apply developed subject matter expertise to solve common and complex technical problems, recommend alternatives, act as project lead, and provide assistance to lower-level professionals
Analytic experience using data/trends to make proactive decisions and drive operational efficiency

Responsibilities

Work in a highly dynamic and technical environment with focus on delivering excellence to Juniper customers
Ensure necessary processes and policies are in place and adhered to meet service level agreements (SLAs) and customer satisfaction goals
Understand customer impact, prioritize, own, and effectively communicate among various stakeholders
Manage and lead a team of high-performance Technical Support Engineers delivering support to customers of Juniper's security product range
Deliver remarkable and differentiated customer support experience to achieve high customer satisfaction (CSAT)
Hire, train, and retain technical talent aligning with Juniper values and business objectives
Perform metrics management and drive continuous/quality improvement initiatives
Set team goals aligned with company objectives and key results (OKRs), conduct periodic performance management, and enable team members with career growth plans and development
Prepare and conduct customer operations reviews with the Advanced Services team to ensure timely and professional resolution of issues
Adhere to operational metrics such as customer satisfaction scores, SLAs, response times, and backlog management

Skills

Key technologies and capabilities for this role

SwitchingNetworkingServersStorageSANCloud ServicesTroubleshooting

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This role is designed as ‘Hybrid’ with an expectation to work on average 2 days per week from an HPE office.

What is the salary or compensation for this role?

This information is not specified in the job description.

What technical skills are required for this Switching-Technical Support Engineer position?

The role requires in-depth engineering level technical product skills across Servers, Storage, Network, and SAN, with advanced troubleshooting techniques and expertise in Cloud Services solutions.

What is the company culture like at Hewlett Packard Enterprise?

HPE's culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, embraces bold moves together, and supports career growth.

What makes a strong candidate for this technical support engineer role?

Strong candidates have developed subject matter expertise to solve complex technical problems, can act as project leads, exercise independent judgment, and demonstrate relentless focus on delivering excellence to customers while prioritizing and communicating effectively.

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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