Become part of a team that is well known for their technical expertise and ability to resolve customer problems in a highly effective and rewarding fashion. Customers expect and receive a “white glove” treatment and which is exemplified in the level of customer success seen in those customers supported by ARC(CFTS).
Location: Heredia, Costarica
Responsibilities
Handle high priority issues for small subset of top HPE Juniper Networks customers on specific Juniper Networks products(s) (MX, PTX, ACX).
Build productive and collaborative trust-based relationships with the assigned accounts
Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach
Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
Sound documentation of technical support issues using the available tools is an essential element of the role
Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction
Basic Qualifications
Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )
3+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
3+ years supporting customers on site and via phone. Must be able to support complex and high profile customer base.
Strong communication skills, including influencing and collaboration skills, are a must.
Strong problem solving skills, applicable to large and complex network scenarios
Strong customer management and customer service skills.
Excellent presentation skills.
Must-have Technical skills
IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
Routing Technologies : OSPF, IS-IS, BGP, MPLS, RSVP-TE, L3VPN, L2VPN,
Preferred to have Technical skills
Working knowledge of EVPN, SR-MPLS, SRV6
Working experience with Ixia/Spirent traffic generators, TCP replay tools and network protocols analysis tools
Working experience with: Linux, FreeBSD, Scripting languages (Shell, Python, Slax, Perl)
Strong problem solving skills, applicable to large and complex network scenarios
Strong customer management and customer service skills.
Excellent presentation skills.
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
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
#costarica
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.
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