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Heredia, Costa Rica
Hybrid
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
Role Summary: The Premium Services Switching Engineer supports customers using HPE Aruba enterprise switching solutions, applies disciplined case management practices, and contributes to a consistent, high-quality customer experience. This role owns complex and high-impact customer issues through resolution, provides advanced troubleshooting, coordinates across internal stakeholders, and helps maintain technical readiness through documentation and knowledge contributions.
The engineer performs initial and advanced troubleshooting, isolates issues, validates configurations, triages cases for Aruba AOS-CX and AOS-S platforms, ensures accurate problem identification and SLA adherence, and escalates to advanced support or engineering teams when deeper technical engagement is required.
Consolidated Education and Experience: The Premium Services Switching Engineer requires a bachelor’s degree, or foreign equivalent, in Electrical Engineering, Computer Science, or a related field, plus fice (5) years of work experience in network operations, NOC, TAC support, or field networking.
Consolidated Skills and Responsibilities: The following skills and responsibilities apply to the Premium Services Switching Engineer role, including customer engagement, case ownership, troubleshooting, escalation readiness, and technical readiness contributions.
Customer engagement and case ownership: serve as a primary customer contact for Aruba Switching support through phone, email, and web channels; manage cases from creation through resolution or escalation; ensure prioritization, SLA awareness, timely updates, accurate documentation, and effective case progression. Communication and collaboration: communicate clearly with customers, support teams, engineering, account teams, and escalation stakeholders; build customer confidence during technical issues; and coordinate follow-through until the issue is resolved or properly transitioned. Networking fundamentals: apply knowledge of TCP/IP, OSI model, subnetting, IP addressing, VLANs, access and trunk ports, STP fundamentals, basic routing concepts, OSPF, and BGP to diagnose and support customer environments. Switching and routing support: troubleshoot Aruba AOS-CX and AOS-S switching platforms, including enterprise switching and routing operations, configuration analysis, interface configuration, VLAN creation and assignment, routing, PoE basics, image management, configuration save and restore, hardware failures, interface errors, software upgrades, and switch operations. Network design and architecture: understand campus and data center topologies, including Spine/Leaf and Core/Distribution/Access designs, and use topology context to support troubleshooting, issue isolation, and escalation quality. Data center, core networking, and security: apply knowledge of VXLAN, EVPN, NAT, DNS, IPSec, IKE, and related troubleshooting concepts to support complex switching, routing, and connectivity issues. Troubleshooting, diagnostics, and escalation readiness: collect, analyze, and validate logs, system outputs, diagnostic data, topology details, reproduction steps, and business impact; isolate root cause where possible; follow established troubleshooting methods; and prepare complete escalations when advanced support engagement is required. Operating systems, tools, and support processes: use basic Linux and Windows troubleshooting, CLI access through SSH, Telnet, and console, case management tools, HPE ServiceNow, and internal support tools while following support processes, quality standards, and compliance requirements.
Preferred Certifications (Nice to Have)
Preferred Skills (Not Required, but Highly Valued)
IMPORTANT:
Ready to work in differential shift. Flexible to work on weekends and flexible to work between 5AM PST to 6PM PST.
What We Can Offer You:
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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
EngineeringJob Level:
TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
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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