Premium Support Engineer - L3

Hewlett Packard Enterprise is seeking a Premium Support Engineer - L3 to work onsite in Chennai, Tamil Nadu, India. As a Premium Support Engineer, you will lead and drive troubleshooting on customer-reported issues, isolate product issues at the hardware/software level, and provide final fixes.

Responsibilities:

• Lead and drive troubleshooting on customer-reported issues
• Isolate product issues at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering, and provide final fix
• Be a customer advocate for timely resolution of problems reported, understand the environment/network and impact on business
• Gain in-depth knowledge of the infrastructure and technologies present in customer's network profile
• Partner internally with other Services teams to deliver focused support
• Keep other support teams trained on the designated Premium customer network and practices
• Provide technical expertise and guidance during testing, deployment, and operational phases for Premium Customers
• Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities
• Mentor newly hired support engineers and peers in technical areas of specialty

Primary Skills required:

• Excellent customer handling and communication skills

What you need to bring:

• Strong understanding of SD-WAN architectures and technologies
• Working knowledge of SD-WAN deployment and operations
• Good understanding of Layer 3 networking fundamentals
• Fundamental Layer 2 knowledge
• Experience with SD-WAN security and access services
• Understanding of cloud and datacenter integration with SD-WAN
• Knowledge of authentication and network services

Prefer to have understanding/exposure/expertise in one or more areas:

• Advanced scripting knowledge such as Perl/Python/Unix/Expect scripting

Requires B.E. in Electronics/Engineering or Computer Science (or equivalent) with 10+ years' experience in the Networking Industry.

Following candidates having any of the following experience will be preferred and minimum experience criteria may not apply:

• 7+ years extensive Juniper or Aruba experience in SD WAN technologies OR minimum 7+ years' experience in Troubleshooting Datacentre networks, Enterprise core networks
• Platform Knowledge: Experience with SD-WAN management and orchestration platforms
• Technical Knowledge: Firewalls, IDS/IPS, DDOS protection, SASE architectures, routing policies, network monitoring
• Preferred Certifications – JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE and other equivalent.

Shift Coverage Requirement:

• Mandatory weekend and night shift coverage only as part of the team's operational support model
• Flexibility to work outside standard business hours to support global customers and critical service operations