Technical Support Expert

hace 2 días


San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

As a Senior Technical Support Engineer at Hewlett Packard Enterprise, you will play a critical role in helping customers overcome complex technical challenges.

Job Overview

We are seeking an experienced professional to join our team as a Senior Technical Support Engineer. This individual will be responsible for providing expert-level technical support to customers, focusing on troubleshooting and resolving complex hardware and software issues.

About the Role

The successful candidate will have a strong background in networking and technical support, with a proven track record of successfully troubleshooting and resolving complex technical issues. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.

Key Responsibilities

  • Provide expert-level technical support to customers, including troubleshooting and resolving complex hardware and software issues.
  • Work closely with the Engineering team to replicate customer environments and network problems as needed to provide resolution.
  • Document issues and collaborate with engineering to provide fixes.
  • Manage critical customer issues and facilitate communication between customers, sales, and engineering.
  • Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation.
  • Participate in new product development, customer training, and other support-related activities.

Requirements

  • Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
  • 5 years' work experience in technical support, preferably with a network technology company.
  • 3+ year experience supporting enterprise customers with complex data center environments.
  • Strong written and verbal communication skills; mastery in English and local language.
  • Ability to effectively communicate design proposals and negotiate options.
  • Strong experience in routing protocols such as OSPF and BGP.
  • Strong knowledge of networking, understanding of packet flow and TCP session establishment.
  • Experience in configuring and troubleshooting VRRP and VRF deployments.
  • Experience in troubleshooting bandwidth, latency, and loss network performance issues.

Salary and Benefits

We offer a competitive salary of $80,000 - $110,000 per annum, depending on experience, plus an extensive range of social benefits, including health insurance, retirement plan, and paid time off.

Location

This role is based in San Jose, California, USA, with the opportunity to work remotely 2 days a week.

Hewlett Packard Enterprise is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer.



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