Technical Support Engineer 3 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

B.E. in Electronics Engineering or Computer Science and 3+ years of experience supporting/Designing/implementing IP networks
Extensive experience troubleshooting, implementing, and supporting large IP networks
Support experience for Juniper’s products (mainly EX/QFX series)
Excellent verbal and written communication, presentation, and customer handling skills
Ability to logically troubleshoot complex and high impact problems
Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers
In-depth knowledge of IP Packet flow, OSI layers
In-depth knowledge of Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
In-depth knowledge of IP routing protocols (BGP, OSPF, ISIS, RIP)
In-depth knowledge of Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
Understanding/Exposure/Expertise in one or more areas: MPLS, VPLS, L2 and L3 VPN, MPLS engine

Responsibilities

Solve technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers
Apply advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers
Take end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome
Monitor, manage and administer the health, capacity & performance of Cloud Services
Architect and develop tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote
Provide end-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services
Perform typical tasks including incident & problem resolution, and change, performance & capacity management
Work in a highly dynamic TAC (Technical Assistance Center) environment with high focus on Customer satisfaction
Determine problems quickly and deliver a Remarkable Customer Experience
Be a customer advocate for timely resolution of problems reported, understand the environment/network and impact on business
Take ownership for problem resolution, problem reproduction and escalation
Be a team player, flexible to work on Weekends/Holidays as per Business requirement
Be a fast learner and keep pace with newer technologies

Skills

Key technologies and capabilities for this role

ServersStorageNetworkingSANCloud ServicesTroubleshootingInfrastructure OptimizationPerformance Monitoring

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 technical skills are required for this Technical Support Engineer role?

The role requires in-depth engineering level technical product skills across Servers, Storage, Network, and SAN, along with advanced troubleshooting techniques and solution-oriented, data-driven approaches.

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 does the work environment entail for this position?

The role is in a highly dynamic TAC (Technical Assistance Center) environment with a high focus on customer satisfaction, requiring flexibility to work on weekends/holidays as per business needs.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates take ownership for problem resolution, reproduction, and escalation, act as customer advocates for timely resolutions, understand customer environments and business impact, and excel as team players.

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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