# Escalation Engineer

**Company**: Hewlett Packard Enterprise
**Location**: Heredia
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Heredia-Heredia-Costa-Rica/Escalation-Engineer_1212930-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7918f903-4c2

## Description

We are seeking an Escalation Engineer to provide advanced technical troubleshooting and resolution for complex enterprise and data-center switching issues across AOS-CX and AOS-S platforms.

The Escalation Engineer will own deep issue isolation, root cause analysis, workaround development, and collaboration with L3 Engineering, while mentoring L1 engineers and ensuring high-quality customer outcomes.

Responsibilities:

- Own complex L2/L3 switching cases escalated from L1 TAC

- Perform deep-dive fault isolation, protocol-level analysis, and advanced debugging

- Lead Sev-1 / Sev-2 incident resolution until service restoration

- Provide timely executive-ready updates during high-impact outages

- Drive cases to resolution while maintaining strict SLA compliance

Requirements:

- Bachelor’s degree in Engineering / Computer Science / IT

- 2-4 years of experience in Enterprise switching TAC, Network engineering, or Data-center / campus networking

- Advanced Networking skills, including Layer 2/Layer 3 protocols, Routing convergence & failure detection, and High availability campus & data-center designs

- Aruba Switching Mastery, including expert-level knowledge of AOS-CX architecture, VSX, and Advanced LACP

- Strong packet-level troubleshooting using PCAPs

- Linux log analysis, Core-dump and crash file interpretation, Wireshark advanced filters, and Python for basic log parsing

Benefits:

- Competitive salary

- Opportunity to work with a global leader in edge-to-cloud technology

- Collaborative and dynamic work environment

## Skills

### Required
- Advanced Networking
- Aruba Switching
- Linux log analysis
- Wireshark
- Python

### Nice to have
- Aruba ACSP/ACSX
- CCNP Enterprise / Data Center
- ITIL Expert

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Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Heredia-Heredia-Costa-Rica/Escalation-Engineer_1212930-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)