Premium Support Engineer

Premium 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:

   

What you’ll do:

• Lead and drive troubleshooting on Customer reported issues for Premium Customers.
• 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.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Leverage available trainings to build knowledge and ramp up on supported technologies.
• Work closely with L3+ teams to learn through knowledge-sharing and technical guidance.
• Use available documentation and knowledge resources to help resolve customer issues quickly.
• Identify technical limitations early and escalate complex issues to L3+ teams in a timely manner.
• Products to be supported - Juniper platforms (EX, QFX), Aruba Switching platforms (CX Switches, CX 10000 Switch Series), Aruba WLAN Platforms such as Access Points, Instant On series, Aruba software platforms such as Edgeconnect, ClearPass, etc.,

This is an individual contributor role. There will be weekend coverage as per roaster.
 

Primary Skills required:

• Excellent Customer handling and communication (verbal and written) skills 
• Excellent Networking and Technical skills.

What you need to bring: 

• 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]
• Wireless LAN technologies such as ARM, ClientMatch, AppRF, AOS10 and Gateways, Wi-Fi 7 APs
• Security Technologies such as Network Access Control, AAA etc.,

Prefer to have understanding/Exposure/Expertise in one or more areas :

• Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN, MACSEC, NAE, DCB
• Perl/Python/Unix/Expect scripting or any automation exposure

Requires B.E. in Electronics/Engineering or Computer Science ( or equivalent) with 3+ years of experience in Networking Industry.
 

Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -

• 2+ years extensive JUNOS/Juniper or Aruba experience OR minimum 2+ years’ experience in Troubleshooting Datacentre networks, Enterprise core networks.
• Platform Knowledge: Juniper Switches (Junos, EX, QFX series), Aruba Switches (AOS-CX, CX Switches, CX 10000 Switch Series), Aruba Wi-Fi Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent), Aruba Wi-Fi APs and Controllers.
• Preferred Certifications – JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE and other equivalent.

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.

Job:

Engineering

Job Level:

TCP_02

    

    

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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We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.