# Premium Support Engineer - L3

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

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Chennai-Tamil-Nadu-India/Premium-Support-Engineer---L3_1213353-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_be17975c-f4c

## Description

Hewlett Packard Enterprise is seeking a Premium Support Engineer - L3 to work primarily from an HPE office. 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 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 designated CFTS customer network and practices

- Provide technical expertise and guidance during testing, deployment, and operational phases for CFTS 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

Products to be supported: Switching Platforms (Juniper/Aruba), WLAN Platforms (Juniper/Aruba), Software Platforms (Juniper/Aruba)

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

- 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 as part of the team's operational support model

- Flexibility to work outside standard business hours to support global customers and critical service operations

What We Can Offer You:

- Health & Wellbeing benefits

- Personal & Professional Development opportunities

- Unconditional Inclusion and flexible work environment

## Skills

### Required
- SD-WAN architectures and technologies
- Layer 3 networking fundamentals
- Layer 2 knowledge
- SD-WAN security and access services
- cloud and datacenter integration with SD-WAN
- authentication and network services
- customer handling and communication

### Nice to have
- Advanced scripting knowledge
- SD-WAN management and orchestration platforms
- Firewalls
- IDS/IPS
- DDOS protection
- SASE architectures
- routing policies
- network monitoring
- JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE

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Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Chennai-Tamil-Nadu-India/Premium-Support-Engineer---L3_1213353-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)