L4 Networking Escalation Support Engineer

Job description

L4 Networking Escalation Support Engineer

  

Job Description:

   

Provide Escalation support for customer found issues and ability to work at an Engineering level with product R&D teams. Strong technical and customer service skills  and experience required. Ability to work in a high pressure situations. In depth knowledge of Networking protocols, principles, best practices and designs required. Experience with ancillary products and technologies i.e. Network and Server Virtualization, Cloud, SDN, Storage etc a plus.

Responsible for diagnostics and troubleshooting of Networking equipment and protocols from Pre- and Post-sales activities. Provide proof of concept testing in support of Pre-Sales customer deployments and evaluations. In addition support of Post-Sales customer escalated cases which require testing, customer replication and evaluating product deficiencies or bugs on Networking technologies and devices. Specifies tests to be performed and provides test area with parameters for problem replication. Responsible for designing, developing and implementing methods of testing and troubleshooting systems and equipment.

Responsibilities:

·  Designs real world customer scenarios and configuration to test and evaluate systems, equipment, and devices based on established engineering principles and in accordance with provided specifications and requirements.
·  Develops and implements test plans, schedules, and requirements for all portions of new and existing customer designs; designs and provides leadership in communication between Customer, Support and R&D in order to drive viable solutions to complex problems
·  Collaborates and communicates with management, internal, and external Customer, Support and R&D and development partners regarding testing status, project progress, test results, and issue resolution.
·  Represents the test engineering team for all phases of larger and more- complex development projects.
·  Provides guidance and mentoring to less- experienced staff members.

Education and Experience Required:

·  Bachelor's or Master's degree in Computer Science, Information Systems, Electrical Engineering, or equivalent.
·  Typically 4-6 years experience.

Knowledge and Skills:

·  Using testing tools and software packages to automate test in support of customer replication and network designs
·  Familiarity and comfort with building and leveraging scripting tools like Python, Ansible etc that take advantage of product API's like REST API's to configure, monitor and capture diagnostic information.
·  IXIA, Spirent & other Network Management tools.
·  Strong analytical and problem solving skills.
·  Understanding of complex networking protocols and hardware and network design.
·  Using empirical analysis, modeling and testing methodologies to validate product designs and specifications.
·  Excellent written and verbal communication skills; mastery in English and ability to communicate effectively to non native English speakers. Ability to effectively communicate testing plans, problem replication methodologies, proposals, and results, and negotiate options at management level
·  Strong customer service skills when working in high pressure situations is a must

Job:
Engineering

Job Level:
Expert

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.