Technical Support Engineer

Technical Support Engineer

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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 diverse 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:

HPE Technical Support Engineer

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office .

Job Description:

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

We’re solving the world’s most complex challenges, and our people are at the forefront of progress.

Our mission is to elevate secure access to empower a modern workplace where people and technology work in harmony.

Atmos is our cloud-native platform that artfully extends secure connectivity out to the user’s location through our 350 points of presence worldwide.

The security service edge (SSE) platform sits inline and inspects all traffic, seamlessly brokering connections based on identity and policy, while performing end-user experience monitoring.

Thus, IT leaders are empowered to make hybrid work simple, digital experience a competitive advantage, and can ensure business data remains protected.

There are a lot of security companies out there, but no one is doing what HPE is doing: giving our customers the ability to deliver the safest way to connect users to applications. As a result, we’re seeing phenomenal growth as some of the top companies in the world adopt our platform.

We have an amazing team that will work beside you to accomplish greatness.

Working at HPE, you’ll have the resources to develop your talent and creativity. Are you ready to unleash your potential?

At HPE we believe in bold moves, the power of “Yes we can”, and being a force for good. Our work thrives on differences, fueling creativity to give our customers all they deserve. But our work is far from over. We continuously push for better. We empower our team members to make an impact on our business and in the world while fostering a culture unconditionally inclusive. Whether you’re looking for an internship or to start your professional career, at HPE you’ll be in a position to create and collaborate on projects that challenge and inspire you.

ROLE AND RESPONSIBILITIES

Now more than ever, corporations need to move faster and adapt quickly to change. Through the Atmos platform, HPE brings the cloud experience to apps and data everywhere, enabling customers to adopt transformative technology faster and simplify their operations. At HPE, we believe our success is based on the success of our customers. The Technical Support Engineer, is a key person in the delivery of our Customer Success Program mission, “Helping Customers be Successful and Secure”. Our Technical Support Engineers are the first point of contact when a customer has encountered an issue with our service and monitor our cloud for issues. This person will have a mix of social intelligence and technical acumen aligned with customer environments and solutions architecture.

You’ll need to have a good understanding of the big picture and the commitment to communicate at the highest leadership levels with HPE’s key customers and partners. You’ll be expected to quickly become a trusted partner for customers and be their technical champion within HPE. As part of a global and diverse team, you’ll need to improvise both technically and in relationships while striving to contribute to the development of the team.

Primary job responsibilities:

Serve as a trusted advisor for the customer on HPE’s SSE Atmos offerings and being hyper-focused on driving consumed cloud revenue for the company.

• First point of contact for customer and partner technical issues
• Maintain case documentation and support playbooks.
• Creating and maintain the support documentation
• Interfacing with software engineering to help resolve complex issues
• Interface with cloud operations to determine and help resolve
• Engage Customer Success Managers and Axis Implementation Architects to help resolve strategic and implementation issues
• Helping drive customer success
• Online troubleshooting sessions with customers
• Serve as the contact for customers and partners for technical assistance, requests and issues
• Work closely with our R&D, product managers, and architecture team
• Take full ownership of customers’ technical product issues, from initial troubleshooting and writing RCAs, to resolution and communication
• Prioritize daily missions/tickets and manage critical escalations
• Triage alerts from the cloud infrastructure and escalate to R&D if necessary
• Develop new tools and approaches to solving common problems

REQUIRED SKILLS

• Ability to learn new technologies quickly
• Experience with networking and network security tools - Firewalls, IPSEC, SSL-VPN, NAT, GRE
• Experience with cloud platforms - AWS, Azure, GCP
• Experience with Linux - Ability to do network connectivity and permissions commands
• Experience with containers - Docker, Kubernetes
• Operational knowledge of networking protocols - understanding of the various layers, TCP/IP, UDP, DNS, TLS, HTTP/S
• Experience with cloud security and permissions systems - VPC, Security Groups, IAM
• Understanding of identity and access technologies - SSO, SAML Federated Identity, OAuth, OIDC, RBAC, Authentication
• Excellent English
• Team player
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• 5+ years of experience in technical support positions

Job:

Services

Job Level:

Expert

Hewlett Packard Enterprise is EEO F/M/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.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity (+ 5 more}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at [https://myhperewards.com/main/new-hire-enrollment.html>.

USD Annual Salary: $75,500.00 - $174,500.00

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse 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 F/M/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. .