In a typical day as a Technical Support Engineer, you would...
Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.
Mentor newly hired support engineers and peers in technical areas of specialty. This includes providing training for other teams.
Provide ongoing technical and process training on new product developments and service offerings.
Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required.
Participate as technical expert in product marketing meetings, and support readiness project work.
Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
Document all actions taken toward resolving customer issues in contact tracking database.
Develop common question and answer documentation to be included in department knowledge base.
Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.
What you need to bring
4-6 years of experience supporting Data Center and Enterprise networks.
Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN. (EVPN/VxLAN is highly desired).
AI/ML experience a plus.
Hands-on experience in configuration and troubleshooting of switches and routers.
Experience with Unix/Linux.
Experience with traffic generator tools such as Spirent and IXIA.
Scripting experience in Basic Shell and Python.
Strong transferable skills in other networking disciplines.
Great communication and interpersonal skills required.
Network Storage experience is desired (NAS, SAN, FC, ESX, VM)
Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience.
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
What We Can Offer You
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected
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Job
- Engineering
- Job Level:
- TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
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