Premium Support Engineer - L3

Hewlett Packard Enterprise; Chennai District; On-site; INR 450,000 - 750,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Premium Support Engineer - L3 to join our onsite team in Chennai. You will lead troubleshooting on customer-reported issues, isolate hardware/software problems, and coordinate with engineering to provide final fixes.

The role demands strong SD-WAN knowledge, solid networking fundamentals, and clear customer communication. You will be a key customer advocate, maintaining service quality and driving rapid resolution within a multi-vendor environment.

Qualifications

• Strong understanding of SD-WAN architectures and technologies.
• Working knowledge of SD-WAN deployment and operations.
• Good understanding of Layer 3 networking fundamentals (IP addresses, routing, QoS).
• Fundamental Layer 2 knowledge (Ethernet, VLANs, LACP, STP).

Responsibilities

• Lead and drive troubleshooting on customer reported issues.
• Isolate product issues at hardware/software level and document fixes with engineering.
• Act as customer advocate for timely resolution and understand environment impact.
• Collaborate with services teams to deliver focused support and drive issues to resolution.

Skills

SD-WAN architectures

Layer 3 networking

Customer handling

Education

BE in Electronics/Engineering or CS

Tools

SD-WAN platforms

Job description

Premium Support Engineer - L3

This role has been designed as ''Onsite' with an expectation that you will primarily work 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.

Job Description

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.

What you'll do:

• Lead and drive troubleshooting on Customer reported issues.
• Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
• Gain in-depth knowledge of the infrastructure and technologies that are present in customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
• Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
• Keep the other support teams trained on the designated Premium customer network, practices followed.
• Provides technical expertise and guidance during testing, deployment and operational phases for Premium Customers.
• Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Products to be supported - Switching Platforms (Juniper/Aruba), WLAN Platforms (Juniper/Aruba), Software Platforms (Juniper/Aruba)

Primary Skills required

• Excellent Customer handling and communication (verbal and written) skills

What you need to bring:

• Strong understanding of SD-WAN architectures and technologies , including overlays/underlays, application-aware routing, path selection, service chaining, segmentation, WAN optimization, and centralized orchestration platforms.
• Working knowledge of SD-WAN deployment and operations , including branch onboarding, tunnel establishment, policy design, high availability, traffic steering, and troubleshooting across hybrid WAN environments.
• Good understanding of Layer 3 networking fundamentals , including IP addressing, routing concepts, QoS, NAT, VPN technologies (IPsec/GRE), and routing protocols such as BGP, OSPF, and IS-IS.
• Fundamental Layer 2 knowledge , including Ethernet, VLANs (802.1Q), LACP, STP/RSTP, ARP, and BFD to support branch, campus, and WAN connectivity troubleshooting.
• Experience with SD-WAN security and access services , including segmentation, Zero Trust concepts, secure internet breakout, firewall integration, security policies, and SASE/SSE fundamentals.
• Understanding of cloud and datacenter integration with SD-WAN , including connectivity to public cloud providers, SaaS optimization, multi-cloud networking, and hybrid network architectures.
• Knowledge of authentication and network services , including RADIUS/TACACS+, PKI, certificates, encryption, and policy-based access control within enterprise networking environments.

Prefer to have understanding/Exposure/Expertise in one or more areas :

• Advanced scripting knowledge such as Perl/Python/Unix/Expect scripting

Required Education and Experience

• Requires B.E. in Electronics/Engineering or Computer Science ( or equivalent) with 10+ years' experience in Networking Industry.

Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -

• 7+ years extensive Juniper or Aruba experience in SD WAN technologies OR minimum 7+ years' experience in Troubleshooting Datacentre networks, Enterprise core networks.

Platform Knowledge

• Experience with SD-WAN management and orchestration platforms (e.g., A