Networking Premium Service Support Engineer

Networking Premium Service Support Engineer

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

Job Description:

The Premium Services Support Engineer is responsible for resolving complex hardware and software technical issues from customers, while delivering a high standard of customer experience through strong case management, communication, and follow-through. This role responds to service, product, technical, and customer-relations inquiries related to features, specifications, repairs, and operational guidance across supported products and solutions.

The engineer is expected to proactively manage customer cases from initial engagement through resolution, provide timely updates, coordinate with internal stakeholders, and maintain clear technical documentation and knowledge contributions. Success in this position requires strong interpersonal skills, the ability to build customer confidence during critical situations, and effective collaboration across technical, support, and account teams. Preferred candidates will have experience supporting the Aruba CX switching portfolio and/or Juniper switching or routing technologies.

Minimum education and experience required:

Position requires a Master or foreign degree equivalent in Electrical Engineering, Computer Science, or related field, plus three (3) years of work experience

Skills required:

Experience with or knowledge of the following required:

• Strong customer and case management skills, including ownership of complex technical issues from initial engagement through resolution, timely customer communication, and accurate case documentation.

• Strong interpersonal, verbal, and written communication skills, with the ability to build customer confidence and collaborate effectively across support, engineering, and account teams.

• Experience supporting enterprise switching and routing environments, including Layer 2 bridging protocols such as STP, MSTP, and VLANs, and Layer 3 routing protocols such as OSPF and BGP.

• Working knowledge of Aruba CX switching technologies and/or Juniper switching or routing platforms, including configuration analysis, troubleshooting, and operational support.

• Knowledge of network design and architecture concepts, including campus and data center topologies such as Spine/Leaf and Core/Distribution/Access models.

• Knowledge of data center and core networking technologies, including VXLAN, EVPN, and the TCP/IP protocol stack, as well as related services such as NAT and DNS.

• Familiarity with network security concepts, including IPSec and IKE, to support troubleshooting and operational workflows.

• Familiarity with automation and DevOps principles, including infrastructure as code, version control, CI/CD, and repeatable deployment practices.

• Experience with commonly used tools in networking or data center environments such as Ansible, Terraform, Jenkins, and Git is preferred.

• Ability to analyze logs, isolate root cause, and drive technical issues to closure while maintaining a high standard of customer experience in a Premium Services environment.

• Familiarity with WLAN, SD-WAN, cloud-native tools, and cloud environments such as AWS and Azure is preferred.

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#costarica

#networking

Job:

Engineering

Job Level:

TCP_04

    

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

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