Premium Services Switching Engineer
Hewlett Packard Enterprise · Heredia, Costa Rica · 24d ago
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:
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.
Responsibilities:
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.
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
Education and Experience Required:
Bachelor's degree in Computer Science, Electrical Engineering, Telecommunications, Information Technology, or a related field, or equivalent work experience.
Typically 4+ years of experience in Network Operations, Network Support, NOC, TAC, Technical Support, or related networking roles.
Experience supporting enterprise customers in a customer-facing technical support environment.
Advanced English proficiency, both written and verbal.
Strong communication, collaboration, and customer management skills.
Technical Skills and Qualifications Required
Foundational knowledge of networking concepts, including:
TCP/IP
OSI Model
IP Addressing and Subnetting
VLANs
Switching and Routing Fundamentals
Basic OSPF and BGP concepts
Basic understanding of enterprise networking environments and network troubleshooting methodologies.
Familiarity with Layer 2 and Layer 3 networking concepts and common switching technologies.
Exposure to network configuration, software upgrades, and troubleshooting through academic projects, internships, labs, or professional experience.
Basic understanding of campus and data center networking architectures.
Familiarity with networking and security concepts such as DNS, NAT, VPNs, IPSec, and network access control.
Strong analytical and problem-solving skills with the ability to diagnose and troubleshoot technical issues.
Familiarity with Linux and Windows operating systems.
Basic experience using command-line interfaces (CLI), including SSH, Telnet, and console access.
Exposure to ticketing and case management systems such as ServiceNow or similar platforms is preferred.
Ability to manage multiple tasks, prioritize effectively, and work within defined service level agreements (SLAs).
Strong customer service, communication, and collaboration skills.
Demonstrated willingness and ability to learn new technologies in a fast-paced technical environment.
Preferred Certifications (Nice to Have)
Aruba CX ACSA/ACAP
Juniper Switching JNCIE.
CCNA / Network+.
ITIL Foundation.
Preferred Skills (Not Required, but Highly Valued)
Automation & DevOps: Knowledge of infrastructure as code, version control, CI/CD, repeatable deployment practices, Ansible, Terraform, Jenkins, Git,
Technologies: WLAN, SD-WAN,
Cloud: AWS, and Azure; contribute to knowledge sharing, documentation, and technical readiness
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:
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TCP_03HPE 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.
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