CFTS L3-Technical Support Engineer

CFTS L3-Technical Support Engineer - SecurityThis 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:

Job Family Definition:

The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE's portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools. 

Job Family Definition for Executive Levels only: Directs and manages a diverse team of engineering professionals performing research, development, design and/or implementation of products, services, solutions for the company's portfolio. Responsible for creating and communicating technical strategy within the organization and/or across the function.

Management Level Definition:

Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary. Might act as project lead and provide assistance to lower level professionals. Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives.

What you'll do:

The Technical Support Engineer reports into the Global Services (GS) division, specifically as part of a comprehensive Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to our top-tier customers worldwide—customers who test the traditional bounds of what can be done.

In order to do this, our premier customers increasingly rely on experts like the Technical Support Engineer by purchasing advanced service contracts in order to gain access to dedicated teams of highly competent, technically astute and network-aware senior engineers in an organization known as Customer Focused Technical Support (CFTS).

In short—our most expert customers can't do what they do without a designated team of senior engineers. And that's you—with in-depth product knowledge (switching, routing, and/or security) and highly focused troubleshooting skills relevant to a customer's particular network.

To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in any one of routing, switching or security (firewalls) and SDN domains. Your ability to troubleshoot product problems; diagnose critical and complex network issues; and learn your customer's infrastructure and technologies are what bring you applause, success and thanks in the Support organization.

In this position, your primary role is one of "break/fix", where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems. As one tool, you replicate customers' problems in our state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.

Key Responsibilities: 

• Become the dedicated focal technical support contact and handle high-priority issues for a limited number of Advanced Services customers, on specific Juniper Networks Routing products ( SRX High end and Low end series , Virtual SRX )

• Gain in-depth knowledge of the Juniper infrastructure and technologies that are present in the assigned customer's network profile, including their network topology, features, configurations, and service history, which results in faster resolution.

• Take ownership of high priority or sensitive customer issues, Isolate Juniper product issues at network/hardware/software level, ensure prompt service restoration and resolution to the customer's satisfaction, by using a systematic problem-solving approach.

• Replicate customer environments and issues in lab and work closely with Juniper Engineering team in providing bug fixes on software issues reported by customer.

• Work closely with other Global Services(GS) teams to ensure knowledge share of the customer's networks, issues and solutions. Keep GS management informed of all sensitive issues

• Provide necessary support to the Service Managers for high profile technical escalations , Involvement in conference calls and/or face to face customer account meetings to discuss technical escalations.

• Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve.

• Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability.

• Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use.

• Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer satisfaction.

This is an individual contributor role. There can be rotational weekend coverages to support customers.

What you need to bring:

Minimum Qualifications:

• The candidate will have achieved a level of higher education (bachelor's or master's degree in electrical engineering, computer science or equivalent)

• At least 5 years of working experience in the networking domain, [e.g., 3] of these years of which would be spent supporting large IP networks

Solid working experience in most of the following: 

• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers

• Security Technologies: VPNs, IPSec, GRE, SSL/SSH , QoS, DES, 3DES, MD5, SHA, PKI , Various Denial of Service attacks, SYN flood , Replay attacks Concepts of Stateful packet inceptions, Application of Firewalls, access/perimeter control, vulnerability management and intrusion detection

• Other protocols: NAT , OSPF , BGP , Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP , High availability (Clustering) and Gateway redundancy protocols (VRRP)

• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers

• Working experience with traffic generators and network protocols analysis tools 

• Strong problem-solving and troubleshooting skills, applicable to large and complex network scenarios 

• Strong customer management and customer service skills 

• Excellent communication and presentation skills 

• Language skills: English (fluent – verbal and written),

• Diplomacy and good customer-facing skills to understand and effectively address sensitive customer situations

Preferred Qualifications:

• Candidates with experience and certifications in Juniper Products like MX, PTX, QFX, EX, SRX, Contrail will be given preference. 

• JNCIE/CCIE lab or other security product-certified personnel would have a distinct advantage

• Working experience with Operating System architectures (*nix , FreeBSD) , Virtualization, Hardware (CPU, memory, controller (and so on types)), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Service daemons (DHCP, DNS, TACACS, Radius)

Personal Traits:

• Customer Centric 

• Team Player

• Problem-solving mindset 

• Action attitude 

Additional Skills:

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX

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:

Engineering

Job Level:

TCP_

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.

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