Description
We are seeking a Wireless Technical Support Engineer to join our team in San Juan, Puerto Rico. As a Hybrid role, you will work on average 2 days per week from an HPE office.
The successful candidate will be responsible for designing, developing, analyzing, troubleshooting, and debugging systems, software, and solutions for research and/or research development of products, services, and solutions for HPE's portfolio.
Key responsibilities include:
- Triage and resolve customer support escalations from multiple inbound channels
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
- Build and maintain layer 2/3 network testbeds
- Understand features and reproduce customer issues
- File tickets on bugs found, analyze logs, and pinpoint root causes
- Work with developers and drive solutions
- Participate in relevant meetings and discussions and provide status reports
- Provide guidance and mentoring to less-experienced staff members
Requirements:
- Bachelor's or Master's degree in Computer Science, Computer Engineering, with a focus on Networking preferred
- Typically 2-4 years of experience
- Relevant certifications strongly preferred (e.g., CWNA/CWSP/CWDP/CWNE, CCNP Enterprise/Wireless, Aruba Certified, Ekahau, or equivalent)
- Knowledge in 802.11 Wi-Fi standards, 802.11 Wireless Standards, Routing, and Wireshark
- Strong foundational knowledge of TCP/IP networking, Ethernet, IPv4/IPv6, subnetting, VLANs, Layer 2 switching, and Layer 3 routing
- Investigate issues of core network protocols (TCP/IP, DNS, DHCP, ARP) DHCP, DNS, ARP, ICMP, TCP/UDP, MTU, and end-to-end connectivity
- Analyze packet captures, device logs, event traces, and diagnostic outputs to identify failure points and determine root causes
- Strong knowledge of wireless security, network segmentation, authentication (802.1X, RADIUS), and integration with broader enterprise networking (switching, routing, firewalls)
- Excellent written and verbal communication skills; proficiency in the languages required for the role
- Ability to effectively communicate product architectures, design proposals, and negotiate options at senior management levels
We offer a comprehensive suite of benefits that supports the physical, financial, and emotional well-being of our team members and their loved ones.