Premium Support Engineer - L3
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Job Description
Structured overview of role & requirementsAbout This Role
Lead end-to-end troubleshooting of customer-reported issues on network products, replicating environments and coordinating resolution among customers and engineering.
Serve as customer advocate ensuring timely issue resolution with in-depth knowledge of customer network infrastructure, topology, and service history.
Provide technical guidance for deployment, operational phases, and deliver training and mentorship to peers and new hires.
Minimum Requirements
Bachelor's degree in Electronics, Engineering, Computer Science, or equivalent.
10+ years experience in Networking Industry, or alternatively 7+ years with extensive Juniper/Aruba SD-WAN or Datacenter/Enterprise Core Networks troubleshooting experience.
Strong expertise in SD-WAN architectures, Layer 3 and Layer 2 networking fundamentals, network security concepts, cloud/datacenter networking integration, and authentication/network services.
Willingness to work onsite primarily from HPE office with mandatory weekend and night shift coverage as part of global support.
Ideal Candidate Profile
Experienced networking professional with deep SD-WAN, switching, and wireless platform knowledge (Juniper/Aruba) in complex enterprise environments.
Proficient in troubleshooting hybrid WAN environments including routing protocols (BGP, OSPF, IS-IS) and security aspects such as SASE, Zero Trust, firewall integrations.
Capable of handling high-impact customer issues independently while mentoring teams and contributing to knowledge base and product lifecycle support activities.