HPE Networking TAC - L3 Engineer

Sofia full-time

About us

At HPE, we deliver equal opportunities, flexible work-life balance and constantly evolving career growth as well as competitive benefits, salary and shared values and purpose.

HPE is an equal opportunity employer: minority, female, veterans, individuals with disabilities, LGBTQIA+ and affirmative action. 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 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.

Responsibilities

Case Management:

Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.).
Take ownership of high priority or critical customer issues, isolate product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
Replicate customer environments and issues in lab and collaborate with Engineering teams in providing bug fixes on software issues reported by customer
Collaborate with Service, Account and Product Managers on high-profile technical issues, and participate in customer meetings to lead technical discussions
Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves

Knowledge Base Management:

Contribute to technical documentation (FAQs, Solutions, Knowledge Base) for internal and/or external use

Continual Improvements:

Suggest ways to improve team performance and increase customer happiness. Work with various technical teams within HPE regarding new products and feature improvements for reliability, availability, and serviceability

Requirements and necessary skills

What we’re looking for:

Bachelor's degree in engineering, computer science or related field, or equivalent experience
At least 4+ years of experience in supporting large enterprise, datacenter, cloud and/or ISP networking environments
Proven experience in at least one of the following technology areas and willingness to develop skills in the other areas:
IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
Routing technologies: OSPF, BGP, Multicast protocols (IGMP, PIM)
Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN
WLAN - radio resource management, roaming, voice Wi-Fi
Experience with traffic generators and network protocols analysis tools
Strong problem-solving and troubleshooting skills
Excellent communication and presentation skills
Able to work effectively under pressure and maintain a structured approach based on priorities
Able to effectively prioritize and balance time and actions to achieve results
Flexibility to take on different technologies, tasks and/or responsibilities depending on the overall goals of the team

Nice to Have Qualifications:

Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), Professional/Expert networking certification

Additional Skills:

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, Distributed Computing, Microservices Fluency, Security-First Mindset, Innovation

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