Premium Support Engineer - L3
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Job Description
Structured overview of role & requirementsAbout This Role
Lead troubleshooting and resolution of customer-reported network issues at hardware/software level, replicating environments and coordinating communication among customers and engineering.
Act as customer advocate ensuring timely problem resolution; maintain deep knowledge of customer network infrastructure including topology, features, configurations, and service history to expedite issue resolution.
Provide technical expertise during testing, deployment, and operations for premium customers; mentor new support engineers; participate in knowledge base creation, trainings, and critical issue resolution.
Minimum Requirements
B.E. in Electronics/Engineering or Computer Science or equivalent degree.
10+ years experience in Networking Industry; 7+ years preferred with extensive Juniper or Aruba SD-WAN technologies or troubleshooting Data Centre/Enterprise core networks.
Strong knowledge of SD-WAN architectures, Layer 2/3 networking fundamentals, security/access services, and cloud/datacenter integration with SD-WAN.
Onsite work required at HPE office; mandatory weekend and night shift coverage for global support.
Ideal Candidate Profile
Expertise in SD-WAN (Juniper/Aruba) platforms, including management/orchestration tools such as Aruba Edgeconnect or Juniper Contrail.
Experience with complex network protocols (BGP, OSPF, IS-IS), security technologies (firewalls, SASE), and scripting (Perl/Python/Unix) is a strong advantage.
Capable of operating in high-stress environments supporting global premium customers with deep technical troubleshooting and mentoring responsibilities.