Enterprise Technical Support Specialist

hace 2 días


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

We are on the leading edge of transforming business models with the combined power of compute, context, control and secure connectivity.

Our team provides support, high touch services, and customer success services for the entire Aruba product portfolio.

We are seeking a Senior Technical Support Engineer who will work closely with our Engineering team to help customers diagnose and resolve complex technical issues.

The ideal candidate will have strong troubleshooting skills, particularly with complex networking issues. They will also possess excellent communication and interpersonal skills, as they will be working closely with customers and internal teams.

Key responsibilities include:

  • Working with customers to troubleshoot complex hardware and software issues.
  • Providing technical expertise and guidance during testing and deployment of Silver Peak systems;
  • Managing critical customer issues and facilitating communication between customers, sales and engineering;
  • Serving as the customer advocate for timely resolution of issues and for problem reproduction and escalation
  • Participating in new product development, customer training, and other support related activities
Requirements

To be successful in this role, you will need:

  • Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
  • 2+ year experience supporting enterprise customers with complex data center environments, preferably with a network technology company.
  • Strong written and verbal communication skills; mastery in English and local language.
  • Ability to effectively communicate design proposals and negotiate options.
  • Experience reading and understanding packet captures with tools like tcpdump and/or Wireshark.
  • Broad knowledge of networking concepts, including WAN technologies, policy-based routing, spanning-tree, VLANs, L2 Switching technologies, IPSEC and Firewalls.
  • Knowledge of LAN, WAN Technologies and SAN/NAS; experience with SaaS, IaaS (AWS, vCHS, Azure), virtualization and hypervisors including VMware vSphere, MS HyperV, or Citrix Xen.
What We Offer

We offer a competitive salary and extensive social benefits, a diverse and dynamic work environment, work-life balance and support for career development.



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