Staff - Advanced Technical Support Engineer - Switching (EX/QFX)
$105,500–$243,000 year
On-siteSpring, Texas, United States
Job Summary
Document and reproduce customer problems on EX-series and QFX-series switching products, then coordinate fixes with engineering. Troubleshoot hardware and software issues, replicate environments in the lab, and facilitate communication between customers, escalations, and engineering for bug fixes and workarounds. Manage critical customer accounts, handle global escalations from Tier 1 and 2 teams, and serve as the technical escalation point for difficult issues. Mentor newly hired support engineers and peers, provide training on new product developments, and author clear documentation for the knowledge base. Participate in product marketing meetings and support readiness projects while working onsite with an expectation of primary office-based work.
Required Qualifications
- Onsite work from an HPE office
- Hybrid role availability
- Some weekend work or rotation coverage
- Onsite troubleshooting
- Occasional travel
- Bachelor's or Master's in Computer Science, Information Systems, or a related field
- 6+ years of experience supporting, designing, and implementing IP networks
- Certifications for switching and routing (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE)
- Excellent verbal and written communication, presentation and customer handling skills
- Ability to logically troubleshoot complex and high-impact problems
- IP Packet flow, OSI layers Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
- IP routing protocols (BGP, OSPF, ISIS, RIP)
- EVPN / VxLAN
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
- Traffic generator tools such as Spirent and IXIA
- MPLS, VPLS, L2, and L3 VPN
- MPLS Traffic Engineering, LDP, RSVP
- Multicast technologies NG-MVPN, PIM
- Linux
- Perl/Unix scripting
Desired Qualifications
- AI/ML experience
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