Account Support Manager

Hewlett Packard Enterprise Development LP; Bogotá; Hybrid; COP 60,000,000 - 100,000,000; Full time

Job summary

Hewlett Packard Enterprise Development LP in Bogotá, Colombia, seeks an Account Support Manager to oversee on-site and remote support activities for key accounts within a hybrid work model. The role emphasizes managing client expectations, coordinating technical teams, and ensuring SLA compliance across software services delivery.

The ideal candidate has a bachelor's or associate degree and 4-6 years of related experience, strong communication skills, and a proactive problem-solving mindset in a

Qualifications

• Bachelor's degree or Associate in a technical field with 4–6 years of experience.
• Broad knowledge of company products and services.
• Strong communication and problem-solving skills.

Responsibilities

• Operate a technology area or customer group with moderate risk and complexity.
• Resolve most incidents within the assigned technical area.
• Coordinate with team members to handle cross-technology issues.
• Proactively identify escalations and inform management.
• Maintain strong relationships with management in assigned accounts.
• Support client needs 24x7 as part of service delivery.

Skills

Product knowledge

Communication

Technical understanding

Education

Bachelor's degree preferred

Associate degree (technical)

Job description

Account Support Manager

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

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:

Job Family Definition:

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Responsibilities:

• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve most technical incidents independently within your technical area.
• Work with team members to resolve more complex or cross-technology incidents.
• Identify potential escalations and alert management proactively.
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Balance internal needs with customer needs within defined parameters.
• May identify additional services that could lead to future service revenue growth.
• May provide technical consulting during contract renewal discussions.
• Build strong relationship with management in assigned accounts.
• Influence delivery decisions on assigned account plans.
• Drive Customer Expectation management as part of escalation process.
• Manage small projects/programs in the team.
• Support the Client´s needs 24x7

Education and Experience Required:

Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.

Knowledge and Skills:

• Broad knowledge of company products and services offerings.
• Basic knowledge of corporate organization, job, and policies.
• Comprehensive business, technical, or functional knowledge.
• Well versed in core technical competencies (OS, networking, core company applications).
• Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive and creative).
• Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions.
• Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation.
• Basic project management, communication, and analytical skills.
• Able to suggest operational efficiencies.

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: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #colombia #globalIT, #operations, #sales

Job:

Services

Job Level:

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. 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.

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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.

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