ARC/Premium Support Engineer - L3

Hewlett Packard Enterprise is seeking an experienced ARC/Premium Support Engineer - L3 to join their team in Bangalore, Karnataka. As a full-time onsite role, you will primarily work from an HPE office.

As an ARC/Premium Support Engineer, you will lead and drive troubleshooting on customer-reported issues, isolate product issues at the hardware/software level, and replicate customer environments in a lab. You will also be a customer advocate for timely resolution of problems, gain in-depth knowledge of the infrastructure and technologies present in customer's network profiles, and partner internally with other services teams to deliver focused support.

Key responsibilities include:

• Leading and driving troubleshooting on customer-reported issues
• Isolating product issues at the hardware/software level and replicating customer environments in a lab
• Providing final fixes and documenting communication among customers, engineering, and other stakeholders
• Being a customer advocate for timely resolution of problems
• Gaining in-depth knowledge of the infrastructure and technologies present in customer's network profiles
• Partnering internally with other services teams to deliver focused support
• Keeping other support teams trained on the designated ARC/Premium Support customer network and practices
• Providing technical expertise and guidance during testing, deployment, and operational phases for CFTS customers
• Participating in tasks such as new product development projects, knowledge base creation, trainings, and other documentation activities
• Mentoring newly hired support engineers and peers in technical areas of specialty

The products to be supported include Switching Platforms (Juniper/Aruba).

This is an individual contributor role that requires weekend coverage as per roster requirements.

Primary Skills Required:

• Excellent customer handling and communication (verbal and written) skills

Required Skills:

• Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP)
• IP routing protocols (BGP, OSPF, ISIS)
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
• Multicast protocols [IGMP, IGMP-snooping, PIM]
• Wireless LAN technologies such as ARM, ClientMatch, AppRF, AOS10 and Gateways, Wi-Fi 7 APs
• Radius/TACACS (authentication, Authorization, Attributes, CoA, Accounting, etc.)
• NAC (Posture check, NAP, Policy Framework)
• PKI (CA, Certs, Encryption, Trust, Client-side config, Captive Portal (Redirects, Logins, Walled Garden))

Preferred Skills:

• Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN, MACSEC, NAE, DCB
• Perl/Python/Unix/Expect scripting

Requirements:

• B.E. in Electronics/Engineering or Computer Science (or equivalent) with minimum 13+ years' experience in the Networking Industry
• 7+ years extensive JUNOS/Juniper or Aruba experience OR minimum 7+ years' experience in Troubleshooting Datacentre networks, Enterprise core networks
• Platform Knowledge: Juniper Switches (Junos, EX, QFX series), Aruba Switches (AOS-CX, CX Switches, CX 10000 Switch Series), Aruba Wi-Fi Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent), Aruba Wi-Fi APs and Controllers
• Preferred Certifications – JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE and other equivalent

What We Can Offer You:

• Health & Wellbeing benefits
• Personal & Professional Development opportunities
• Unconditional Inclusion and flexible work arrangements