Staff - Advanced Technical Support Engineer - Switching (EX/QFX)

Staff - Advanced Technical Support Engineer - Switching (EX/QFX)    This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

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.

We are seeking a highly motivated Senior Network Engineer to join our Switching Support team in a hybrid role. In this position, you will troubleshoot sophisticated network related issues across the EX-series and QFX-series Switching product line, working directly with customers and engineering to investigate and resolve queries.  This is a hands-on role requiring strong technical skills, a customer-focused mindset, and a proactive attitude. You will develop deep product knowledge and take ownership of key Support responsibilities, including advanced debugging, customer issue reproduction, mentoring, team training and writing clear, user-focused documentation.

Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues. Mentor newly hired support engineers and peers in technical areas of specialty.  This includes providing training for other teams.  Provide ongoing technical and process training on new product developments and service offerings.  Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required.    Participate as technical expert in product marketing meetings and support readiness project work.  Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.  Document all actions taken toward resolving customer issues in contact tracking database.  Develop common questions and answer documentation to be included in department knowledge base.  Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe.  Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.

Required, In-Depth knowledge, and Understanding/expertise in the below: Bachelor’s or Master’s in Computer Science, Information Systems, or a related field work experience can be substituted in lieu of a degree 6+ years of experience supporting, designing, and implementing IP networks. Candidates who have extensively worked on troubleshooting, implementing, and supporting large IP networks. 6+ years of experience supporting, designing, and implementing IP networks. Certifications for switching and routing a plus.  (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE) Excellent verbal and written communication, presentation and customer handling skills. Technical lead to provide mentoring and training for team members. Ability to logically troubleshoot complex and high-impact problems. IP Packet flow, OSI layers Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF,