Technical Support Engineer

Technical 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.

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:

Job Family Definition:

Customer Focused Technical Support (CFTS) Services provide Customer with access to a designated team of senior engineers with extensive experience and highly focused troubleshooting skills relevant to a Customer's network and operations requirements. This team will work with Customer to develop network and feature knowledge that enables the provision of tailored support services. It will also equip Customer with confidence that high priority problems are being handled by professionals who fully understand the Customer's network and its complexity.

Management Level Definition:

Contributions include applying intermediate level of subject matter expertise to solve common technical problems. Acts as an informed team member providing analysis of information and recommendations for appropriate action. Works independently within an established framework and with moderate supervision.

What You'll Do:

• Lead and drive troubleshooting on Customer reported issues.
• Isolate Product issue 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 the problems reported, understand the environment/network and impact on business.
• Gain in-depth knowledge of the infrastructure and technologies that are present in customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
• Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
• Keep the other support teams trained on the designated CFTS customer network, practices followed.
• Provides 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 - Juniper Routing platforms (PTX, MX)
• This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.

What You Need To Bring:

Primary Skills Required:

• Excellent Customer handling and communication (verbal and written) skills

Thorough Understanding Of:

• Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
• Multicast protocols [IGMP, IGMP-snooping, PIM]
• MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.

Prefer To Have Understanding/Exposure/Expertise In One Or More Areas:

• Advanced Multicast technologies- NG-MVPN, Draft Rosen
• Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
• Perl/Python/Unix/Expect scripting

Education And Experience Required:

• Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
• Typically 2-4 years experience.

Knowledge And Skills:

• Using appropriate engineering design tools and software packages to design components and solutions.
• Ability to apply analytical and problem solving skills.
• Understanding of material properties and hardware, software, and electrical component design.
• Using empirical analysis, modeling and testing methodologies to validate product designs and specifications.
• Strong written and verbal communication skills; mastery in English and local language. Ability to effectively communicate design proposals and negotiate options.

Additional Skills:

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

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.