Respond to technical issues involving the HPE Zerto platform through the web portal, telephone, and email.
Communicate directly with customers throughout the resolution process, including issue clarification, action plans, progress updates, and resolution explanations.
Troubleshoot issues through research, log analysis, issue reproduction, and structured problem-solving.
Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex problems.
Manage an assigned case workload, including prioritization, customer expectations, follow-up, and timely escalation.
Document investigations and resolutions accurately and contribute to internal knowledge-base content.
Participate in testing pre-release products and features, as appropriate.
Use approved AI tools to support troubleshooting, research, and documentation in accordance with company policies.
Education and Experience Required
Bachelor's or Master's degree in Computer Science or Information Systems
Typically 0-2 years experience in software industries
Knowledge and Skills
Required
Customer-focused approach and ability to collaborate effectively in a team environment.
Experience troubleshooting technical issues in a customer-facing support or engineering role.
Understanding of virtualization concepts, including hypervisors and virtual machines.
Knowledge of TCP/IP, DNS, and fundamental networking concepts.
Familiarity with storage technologies and subsystems.
Basic Linux or UNIX administration experience, including installation and configuration.
Ability to analyze logs, isolate problems, and communicate technical information clearly.
Strong written and verbal communication skills in English, where required for the role.
Ability to manage competing priorities and work with urgency while exercising sound judgment.
Willingness to work the defined schedule and any required support coverage.
Preferred
Experience with VMware, Microsoft Azure, Amazon Web Services, or Microsoft Hyper-V.
Knowledge of APIs and integrations.
Experience supporting backup, disaster recovery, data protection, or cloud technologies.
Experience working with enterprise customers, cloud service providers, or business partners.
Familiarity with approved AI-enabled tools for technical support and troubleshooting.
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
- "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Hourly Salary USD 25.63 - 44.95 in Massachusetts
- The listed salary range reflects base salary. Variable incentives may also be offered."
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
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.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
Recruitment Fraud Alert
We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.
