Staff - Advanced Technical Support Engineer - Switching, EX/QFX

Hewlett Packard Enterprise

. Troubleshoot sophisticated network-related issues across the EX-series and QFX-series Switching product line .

Posted 5/20/2026full-timeRemote • California, Texas • 🇺🇸 United StatesLead💰 $120,000 - $243,000 per yearWebsite

Tech Stack

Tools & technologies

LinuxPerlSwitchingUnix

About the role

Key responsibilities & impact

Troubleshoot sophisticated network-related issues across the EX-series and QFX-series Switching product line
Document and reproduce customer problems and coordinate fixes by engineering department
Manage critical customer accounts and escalation requests
Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab
Facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues
Mentor newly hired support engineers and peers in technical areas of specialty
Provide ongoing technical and process training on new product developments and service offerings
Serve as team escalation point for difficult technical and customer issues
Participate as technical expert in product marketing meetings and support readiness project work
Document all actions taken toward resolving customer issues in contact tracking database
Develop common questions and answer documentation to be included in department knowledge base
Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe

Requirements

What you’ll need

Bachelor’s or Master’s in Computer Science, Information Systems, or a related field (work experience can be substituted in lieu of a degree)
6+ years of experience supporting, designing, and implementing IP networks
Certifications for switching and routing a plus (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
AI/ML experience a plus
Experience with Linux Perl/Unix scripting

Benefits

Comp & perks

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

IP networksIP Packet flowOSI layersIP routing protocolsEVPNVxLANMPLSVPLSLinux scriptingPerl

Soft Skills

communication skillspresentation skillscustomer handling skillstroubleshooting skillsmentoringdocumentationproblem-solvingteam collaborationtrainingescalation management

Certifications

JNCIAJNCISJNCIPJNCIECCNACCNPCCIE