This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
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.
Job Description:
As a senior member of our Zerto Customer Support Team, you will function as a domain expert for Zerto solution troubleshooting and you will also provide advanced technical support to our clients who are working to deploy and maintain Zerto solutions and related tools.
As a Senior Technical Support Engineer, you will function as a highly skilled and specialized engineer in the Zerto environment and infrastructure arena, possess excellent communication skills, and be able to articulate the technical and business value of the solution. You will work with internal and external teams to troubleshoot Zerto customer issues and execute recovery plan to resolve customer issues. You will also serve as a with added responsibilities beyond what is expected of a Level 2 TSE.
What you will do:
Case taking responsibilities:
- Work cases escalated by the L2 Team
- Interface directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
- Communication with customers takes place via email, voice, chat and screen share sessions
- Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Directly engage with Development on case work as needed
- Act as a conduit to Development
- Bug review/analysis
Other responsibilities:
- Training and Mentor of L2 and L1 TSE’s
- Manage escalation process to Development
- Own template of Bugzilla creation
- Drive proper escalation processes
- Investigate poor escalations for remediation actions
- Contribute to tool creation
- Take lead role in driving tool identification, creation and roll-out
- Work with Readiness Management to help drive global team readiness
- Training on new technologies
- Driving proper technical process and procedure
- Drive best practices
- Thoroughly document issues, develops and reviews content for knowledge base creation
- Involved in customer beta tests and POC’s
What you will bring:
Requirements
- Minimum of 7-9 years of experience in Enterprise\Datacenter software or SaaS solutions customer support
- Knowledge of high-level networking concepts and the ability to troubleshoot connectivity and performance issues.
- Customer focused and team oriented.
- Deep understanding of virtualized environments. Knowledge of VMware, vCD and Hyper-V desired.
- Deep working knowledge of AWS and/or Azure public cloud environments.
- Linux or Unix administration skills & familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or Unix systems
- Understanding of storage sub systems.
- Must have a passion for troubleshooting client problems and satisfying customer needs
- Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
- Excellent interpersonal skills
- Excellent spoken and written English
Highly Preferred
- Thorough experience with VMware vSphere family
- Experience in MS Hyper-V and SCVMM
- Experience with AWS and Azure virtualization
- Experience with vCloud
- S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
- VCP certification
- Cloud Computing experience
- Computer Science degree
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.
What We Can Offer You:
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.
Let's Stay Connected:
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Job:
EngineeringJob Level:
TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
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.
Recruitment Fraud Alert
We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.
Skills Required
- Minimum of 7-9 years of experience in Enterprise/Datacenter software or SaaS solutions customer support
- Knowledge of high-level networking concepts
- Deep understanding of virtualized environments
- Linux or Unix administration skills
- Excellent spoken and written English
Hewlett Packard Enterprise Compensation & Benefits Highlights
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Parental & Family Support — Parental leave is frequently highlighted as a standout, with extended fully paid time off and transition support for new parents. Additional offerings like backup childcare and family-care programs strengthen the family-friendly profile.
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Retirement Support — Retirement programs, including employer-supported 401(k) matching, are consistently cited as solid components of the package. Feedback suggests these offerings contribute meaningful long-term financial support.
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Wellbeing & Lifestyle Benefits — Work-life and wellness features such as Wellness Fridays, flexible/hybrid work, and volunteer time off are commonly emphasized. Feedback suggests these elements enhance balance and day-to-day experience.
Hewlett Packard Enterprise Insights
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology. More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
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