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