Premium Support Engineer - L3

Job Description:

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.

What you’ll do:

• Lead and drive troubleshooting on Customer reported issues.
• Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
• Gain in-depth knowledge of the infrastructure and technologies that are present in customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
• Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
• Keep the other support teams trained on the designated CFTS customer network, practices followed.
• Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
• Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Products to be supported - Switching Platforms (Juniper/Aruba), WLAN Platforms (Juniper/Aruba), Software Platforms (Juniper/Aruba)

Primary Skills required:

• Excellent Customer handling and communication (verbal and written) skills 

What you need to bring:

• Strong understanding of SD-WAN architectures and technologies, including overlays/underlays, application-aware routing, path selection, service chaining, segmentation, WAN optimization, and centralized orchestration platforms.
• Working knowledge of SD-WAN deployment and operations, including branch onboarding, tunnel establishment, policy design, high availability, traffic steering, and troubleshooting across hybrid WAN environments.
• Good understanding of Layer 3 networking fundamentals, including IP addressing, routing concepts, QoS, NAT, VPN technologies (IPsec/GRE), and routing protocols such as BGP, OSPF, and IS-IS.
• Fundamental Layer 2 knowledge, including Ethernet, VLANs (802.1Q), LACP, STP/RSTP, ARP, and BFD to support branch, campus, and WAN connectivity troubleshooting.
• Experience with SD-WAN security and access services, including segmentation, Zero Trust concepts, secure internet breakout, firewall integration, security policies, and SASE/SSE fundamentals.
• Understanding of cloud and datacenter integration with SD-WAN, including connectivity to public cloud providers, SaaS optimization, multi-cloud networking, and hybrid network architectures.
• Knowledge of authentication and network services, including RADIUS/TACACS+, PKI, certificates, encryption, and policy-based access control within enterprise networking environments.

Prefer to have understanding/Exposure/Expertise in one or more areas :

Advanced scripting knowledge such as Perl/Python/Unix/Expect scripting

Requires B.E. in Electronics/Engineering or Computer Science ( or equivalent) with 10+ years’ experience in Networking Industry.

Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -

• 7+ years extensive Juniper or Aruba experience in SD WAN technologies OR minimum 7+ years’ experience in Troubleshooting Datacentre networks, Enterprise core networks.
• Platform Knowledge: Experience with SD-WAN management and orchestration platforms (e.g., Aruba Edgeconnect Orchestrator and Aruba Central and/or Juniper Contrail Networking, CSO)
• Technical Knowledge: Firewalls, IDS/IPS, DDOS protection, SASE architectures, routing policies, network monitoring
• Preferred Certifications – JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX /CCNA/CCNP/CCIE and other equivalent.

• Mandatory weekend and night shift coverage only as part of the team's operational support model.
• Flexibility to work outside standard business hours to support global customers and critical service operations.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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