Technical Support Engineer 3

Technical Support Engineer 3

This role has been designed as ‘Hybrid’ with an expectation 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:

Given the critical role networking plays in today’s connected world, managing the devices that form these networks is a vital operation.

Intelligent systems are key to configuring, optimizing, and ensuring the stability and security of such environments.

Juniper’s Mist Cloud platform manages large-scale, distributed networks encompassing both wired and wireless devices and is recognized as an industry leader in this space.

The world’s largest enterprises and leading institutions rely on our solutions for their reliability, performance, and ease of use.

We are seeking a proactive, customer-focused professional who is passionate about driving customer success.

The ideal candidate will excel at communicating with customers, understanding their needs, and resolving complex technical challenges.

In this role, you will develop deep expertise in Enterprise Wireless and Wired Networking technologies.

Technical Skills: 802.1x, RADIUS, 802.11 Wireless Standards, layer 2/3 switching and routing, TCP/IP, Wireshark

Responsibilities:  
4 years to 8 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education

Strong knowledge required on wireless access points, good configuration and troubleshooting experience
- Strong understanding of Wi-Fi 802.11 networks
- Configure and troubleshoot wireless protocols, including 802.11a/b/g/n/ac/ax, WPA2/WPA3, and 802.1X authentication
- Triage and Resolve Customer Support Escalations from multiple inbound channels  
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience  
- Build and maintain layer 2/3 network testbeds  
- Understand features and reproduce customer issues  
- File tickets on bugs found  
- Analyze logs and pinpoint root causes  
- Work with developers and drive solutions  
- Excellent troubleshooting skills and the ability to analyze and resolve complex wireless network issues
- Strong communication and collaboration skills, with the ability to work effectively in team environment
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