Technical L3 Support Engineer

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

As a senior member of our Zerto Customer Support Team, you will function as a domain expert for Zerto solution troubleshooting and you will also provide advanced technical support to our clients who are working to deploy and maintain Zerto solutions and related tools.

As a Senior Technical Support Engineer, you will function as a highly skilled and specialized engineer in the Zerto environment and infrastructure arena, possess excellent communication skills, and be able to articulate the technical and business value of the solution. You will work with internal and external teams to troubleshoot Zerto customer issues and execute recovery plan to resolve customer issues. You will also serve as a with added responsibilities beyond what is expected of a Level 2 TSE.

What you will do:

Case taking responsibilities:

• Work cases escalated by the L2 Team
• Interface directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
• Communication with customers takes place via email, voice, chat and screen share sessions
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
• Directly engage with Development on case work as needed
  • Act as a conduit to Development
  • Bug review/analysis

Other responsibilities:

• Training and Mentor of L2 and L1 TSE’s
• Manage escalation process to Development
  • Own template of Bugzilla creation
  • Drive proper escalation processes
  • Investigate poor escalations for remediation actions
• Contribute to tool creation
  • Take lead role in driving tool identification, creation and roll-out
• Work with Readiness Management to help drive global team readiness
  • Training on new technologies
  • Driving proper technical process and procedure
• Drive best practices
• Thoroughly document issues, develops and reviews content for knowledge base creation
• Involved in customer beta tests and POC’s

What you will bring:

Requirements

• Minimum of 7-9 years of experience in EnterpriseDatacenter software or SaaS solutions customer support
• Knowledge of high-level networking concepts and the ability to troubleshoot connectivity and performance issues.
• Customer focused and team oriented.
• Deep understanding of virtualized environments. Knowledge of VMware, vCD and Hyper-V desired.
• Deep working knowledge of AWS and/or Azure public cloud environments.
• Linux or Unix administration skills & familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or Unix systems
• Understanding of storage sub systems.
• Must have a passion for troubleshooting client problems and satisfying customer needs
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
• Excellent interpersonal skills
• Excellent spoken and written English

Highly Preferred

• Thorough experience with VMware vSphere family
• Experience in MS Hyper-V and SCVMM
• Experience with AWS and Azure virtualization
• Experience with vCloud
• S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• VCP certification
• Cloud Computing experience
• Computer Science degree

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You:

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.

Let's Stay Connected:

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBTemployer. We do not discriminate on the basis of race, gender, or any other protected category,and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

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

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