Advanced Customer Engineer - Critical Account Team

Advanced Customer Engineer - Critical Account Team

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, core and edge networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.  HPE Networking, is a leading provider of next-generation network access solutions for the enterprise edge

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers.  This position will be primarily responsible for working with our Critical Account Program customers.  This work includes senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection.  You must be able to effectively deal with high pressure situations and know how to manage frustrated customers.

The ACE team is highly respected in the organization and is considered a senior level engineering team that is relied upon to get things done others can’t.  The average tenure with Aruba is approximately 10 years and the average level of industry experience is 15-20 years.  You will need to have excellent technical skills in your area of expertise but must also have outstanding communication skills.  You must be able to effectively communicate to company IT executives as well as the front-line engineering staff.  You must be willing to learn new technologies and be self-starter when it comes to training.  The team is friendly and operates as team, supporting each other as well as the larger services organization.  The position requires approximately 10-40% travel as required to do onsite troubleshooting in customer environments.  You will manage your own travel schedule and will be required to be proactive in getting the information you need to be effective when engaging with customers.

Responsibilities:

• Working with our Critical Account Program customers acting as the senior technical resource

• Identifying sub-optimal designs and/or misconfigurations and consulting on plans to correct.

• Working with engineering escalations teams and customers while remote or onsite to identify and troubleshoot issues and/or software or hardware defects

• Build strong customer relationships and become a trusted advisor.

• Build strong relationships across the wider internal organization to increase your knowledge, get faster outcomes and build trust.

• You will be expected to be very collaborative with your teammates and the rest of the team will be expected to do the same.  More communication usually provides better outcomes and increases engineering talent’s, experience and knowledge levels.

• Requires some travel that should not exceed 40%.  Travel varies based on time of year, software release cycles and new hardware releases.

• This position can be anywhere in the US.  Exact location is not important as long as you are close to a major airport.

Education and Experience Required:

• Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience.

• Typically, 10+ years’ experience.

Knowledge and Skills:

• A deep understanding of one or more of the following areas of enterprise networking

  • Modern data center network design, implementation and troubleshooting, including DNS, DHCP, spanning tree, network access control technologies, including 802.1X, BGP, OSPF, ISIS routing protocols. DCI technologies - EVPNs. L2/L3 encapsulation such as VXLAN, and MPLS.

  • Optical solutions such as 100G, 400G, 800G, AOC, DAC; including design, implementation and troubleshooting in all current industry protocols 

  • Security solutions, including IPSec, SSL/TLS, Public Key Infrastructure/Certificates, 802.1X, radius, TACACS+, as well as how they are implemented in networking environments to meet the needs of the modern Data Center and Wide Area Networking.

• Using, evaluating, and developing appropriate engineering design tools and software packages.

• Excellent analytical and problem-solving skills.

• Conducting reviews of customer configurations and quickly identifying issues.

• Strong history of troubleshooting with customers in your current or past roles.

• Vendor and/or Industry certifications are a plus but not required.

• Must have demonstrated the ability to pick up additional skillsets outside of comfort zone

• Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate and build relationships primarily with customer engineers but also across all levels of customer organizations up to the executive level.

• Must be willing to work as part of larger team as needed

• We are a fast-growing organization so flexibility, adaptability and a positive attitude are a must.

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

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.

#costarica, #unitedstates

#globalIT

Job:

Engineering

Job Level:

TCP_05

    

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 119,500 - 275,000 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.