Hewlett Packard Enterprise

Lead Engineer – Professional Services, Managed Services

Hewlett Packard Enterprise

full-time

Posted on:

Location Type: Office

Location: Guadalajara • Costa Rica

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Job Level

Senior

Tech Stack

Switching

About the role

  • Customer Solution Centers are made up of teams that provide remote (off-site) service.
  • Technical teams' focus is to solve various WLAN, LAN/DC Switching, Routing, Security, NAC, SD-WAN, and other networking solutions that achieve our customers’ desired business outcomes.
  • HPE Networking is at the forefront of Network as a Service and next-generation Professional Services.
  • Extend HPE's lead in this fast-growing, large market.
  • Set the industry benchmark for achieving Business and IT Outcomes through outstanding customer relationships, impeccable technical delivery, and industry-leading service value realization.
  • Be a technical leader and subject matter expert (SME), performing network design, leading implementations, and resolving technical escalations for major/complex incidents.
  • Coach other engineers and help develop a new delivery center working with established teams in India, Colombia, Costa Rica, and the United States.
  • Contribute to the development of innovative principles and ideas.

Requirements

  • Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.).
  • Typically 1-2 year completion beyond first level University degree. or equivalent experience.
  • 7+ years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
  • Excellent verbal and written English and Spanish communication skills.
  • Additional technical communication skills in Portuguese are highly desired.
  • Advanced network design skills related to HPE Networking products and technologies (including both legacy Aruba and Juniper products).
  • Document and summarize research, findings, and action plans suitable for use in automated systems.
  • Prior experience deploying Agentic AI preferred.
  • Advanced troubleshooting skills in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Advanced networking troubleshooting skills.
  • Specific knowledge and training with the Aruba and Juniper products.
  • Knowledge of Cisco Systems or other similar vendor products desired.
  • Superior customer service skills.
  • Phone and remote support experience.
  • E-support experience, knowledge and resolution ability.
  • Ability to solve and document solutions for usage by other technicians and customers.
  • Ability to train peers and new agents on job-related material.
  • Ability to take full ownership for resolution with escalated customers.
  • Ability to initiate and lead technical action plans.
Benefits
  • 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.
  • Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
WLANLAN/DC SwitchingRoutingSecurityNACSD-WANnetwork designtroubleshootingAgentic AIAruba and Juniper products
Soft Skills
verbal communicationwritten communicationanalytical skillsproblem-solving skillscustomer servicetrainingleadershipcoachingownershiptechnical communication
Certifications
post-graduate degreerelevant industry qualification