Engineering Tools Support Engineer
Hewlett Packard Enterprise · San Juan, Puerto Rico · 1mo 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:
At HPE, this role supports engineering productivity by providing coordination, access management and operational support for engineering IT tools and platforms (e.g., Jira, Confluence, GitHub, Jenkins, CI/CD systems, and access management platforms). The Engineering Tools Support Coordinator manages end-to-end request workflows, drives process adherence, and partners with engineers, tool owners, and stakeholders to improve service quality, efficiency, and automation adoption. This role contributes to operational excellence, process standardization, and scalable support models across engineering tools. Leveling may vary based on experience (IC1–IC3).
Key Responsibilities
Responsible for supporting and managing core engineering platforms, including but not limited to:
- Issue & Knowledge Management: Jira, Confluence
- Source Control & Collaboration: GitHub (repositories, teams, permissions)
- CI/CD & Build Systems: Jenkins (pipelines, jobs, access)
- Communication & Collaboration: Slack (workspace administration, channels, user access, and Slack app approvals/governance)
- Additional enterprise tools and integrations supporting engineering productivity, automation, and collaboration
Request & Ticket Operations
- Own end-to-end request execution, ensuring completeness, accuracy, and adherence to defined intake criteria
- Manage full ticket lifecycle (triage, prioritization, routing, tracking, and closure) to meet SLA commitments
- Proactively identify, escalate, and resolve blockers by coordinating across cross-functional teams
- Maintain audit-ready documentation with high standards for data quality and traceability
Stakeholder Management & Communication
- Serve as the primary interface for engineering tools support, providing responsive and reliable engagement
- Deliver clear, structured communications on status, risks, dependencies, and timelines
- Actively manage stakeholder expectations and ensure timely follow-through on commitments
- Build strong cross-team partnerships to enable efficient issue resolution and service delivery
- Process Execution & Continuous Improvement
- Execute standardized support processes with consistency, discipline, and attention to detail
- Identify operational gaps and inefficiencies, contributing to process optimization initiatives
- Maintain and evolve process documentation to reflect system, policy, and organizational changes
- Drive adoption of best practices to improve service quality and operational consistency
Automation & Systems Integration
- Contribute to automation of manual and repetitive workflows using scripting and workflow platforms
- Support system integrations leveraging REST APIs and structured data formats (e.g., JSON)
- Improve operational scalability and efficiency through automation-driven solutions
- Partner with Corp IT administration team and engineering teams on automation and integration efforts
Access Management & Governance
- Manage user access lifecycle, including provisioning, modification, and deprovisioning activities
- Support periodic access reviews to ensure compliance with security and governance standards
- Perform data cleanup and maintain system integrity across access control platforms
- Ensure adherence to audit, compliance, and organizational governance requirements
Education and Experience Required
- Bachelor’s degree or equivalent experience in Information Technology, Engineering, or related field.
- 3+ years of experience in engineering tools support, service desk, or operations roles.
- Ability to manage ticket workflows and stakeholder communication with increasing independence.
- Experience with tools such as Jira, Confluence, GitHub, or similar platforms.
- Familiarity with automation tools and API integrations workflow(REST/JSON).
- Strong analytical, organizational, and communication skills.
Knowledge and Skills
- Software development and scripting
- API-based integrations
- Collaboration and communication skills
- Ownership and accountability
- Process improvement mindset
- Ability to scale with role complexity and responsibility
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:
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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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