Premium Support Engineer Specialist

Job Description:

Contributes to customer success through independent ownership of complex technical issues and advanced troubleshooting. Applies strong technical expertise to resolve challenging problems, collaborates with engineering to improve product quality, and provides technical guidance to peers. Exercises sound judgment in resolving customer issues while contributing to knowledge sharing and process improvements.

• Provide advanced premium technical support for HPE Aruba ClearPass, AirWave, and Central On-Prem.
• Independently troubleshoot complex AAA, RADIUS, TACACS+, LDAP, PKI, and 802.1X authentication issues.
• Troubleshoot AirWave monitoring, performance, and reporting issues, and Central On-Prem deployment, clustering, and device communication issues.
• Perform packet capture analysis, log analysis, and system debugging to identify root causes.
• Support integrations with Active Directory, LDAP, PKI, SAML, OAuth, and third-party identity solutions.
• Manage critical customer escalations and coordinate with engineering to drive issue resolution.
• Assist customers with software upgrades, migrations, and deployment best practices.
• Perform root cause analysis (RCA) for recurring issues and recommend corrective actions.
• Contribute to knowledge base articles, technical documentation, and process improvements.
• Mentor junior engineers and participate in customer technical review meetings.
• Ready to learn and adopt to WLAN technologies - Wireless Access Points, ArubaOS 8, ArubaOS 10.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent experience.
• Typically 4–7 years of experience in networking, network security, or enterprise technical support.
• Advanced English Level.

• Strong knowledge of RADIUS, TACACS+, LDAP, AAA, and NAC architectures.
• Experience troubleshooting 802.1X, EAP methods, PKI, certificates, and identity management integrations.
• Hands-on experience with HPE Aruba ClearPass, AirWave, and Central On-Prem.
• Solid understanding of TCP/IP, routing, switching, VLANs, wireless networking, and Linux administration.
• Strong packet capture, log analysis, and troubleshooting skills.
• Familiarity with Python, Bash, or automation tools is a plus.
• Excellent analytical, communication, and customer management skills.

• Aruba Certified ClearPass Professional (ACCP)
• Aruba Certified Mobility Professional (ACMP)
• Aruba Certified Switching Professional (ACSP)
• Aruba Certified Network Security Expert (ACNX) (preferred)
• Cisco CCNP or equivalent networking/security certification

IMPORTANT:

Ready to work in differential shift. Flexible to work on weekends and flexible to work between 5AM PST to 6PM PST.

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.

Job:

Job Level:

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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