Description
As a Technical Support Engineer on the HPE Disaster Recovery Engineering Support team, you will provide technical support to enterprise customers, cloud service providers, and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS).
Responsibilities:
- Provide technical support and conduct preliminary investigations for customer issues and service requests.
- 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:
- 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.
Benefits:
- Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
- Investment in career development and growth.
- Unconditional inclusion and celebration of individual uniqueness.