Critical Account Team - Advanced Customer Engineer

HPE Aruba Networking; Singapore; Hybrid; SGD 140,000 - 210,000; Full time

Benefits offered by this job

Health & wellbeing

Career development

Unconditional inclusion

Job summary

Hewlett Packard Enterprise is seeking a senior Advanced Customer Engineering (ACE) engineer to support our Critical Account Program customers. You will act as the senior technical resource, troubleshoot defects, and collaborate with engineering teams to resolve issues in a fast-paced, high-stakes environment.

You must possess deep enterprise networking knowledge, excellent communication skills, and willingness to travel 10–40% as required.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or related field.
• Typically 10–15+ years of enterprise networking experience.
• Deep knowledge of enterprise networking areas and 802.11 wireless, security, and VPNs.
• Strong analytical and problem-solving abilities; excellent communication.

Responsibilities

• Work with Critical Account Program customers as the senior technical resource.
• Identify sub-optimal designs and consult on corrective plans.
• Coordinate with engineering escalations and customers to troubleshoot defects.
• Build trusted relationships across customers and internal teams.
• Travel approximately 10–40% depending on project and releases.

Skills

Advanced networking

Troubleshooting

Customer-facing communication

Team collaboration

English proficiency

Education

Bachelor's degree in Engineering, Computer Science or related field

Tools

Networking design tools

Virtualization techs

Job description

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

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, core and edge networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure. HPE Networking, is a leading provider of next-generation network access solutions for the enterprise edge. We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers. This position will be primarily responsible for working with our Critical Account Program customers. This work includes senior level case oversight/review, facilitating software engineering needs for defects, remote and/or onsite support depending on

the nature of the issue. You must be able to deal with high pressure situations and know how to manage frustrated customers whilst being proactive in getting the information you need to be effective in these environments.

The ACE team is highly respected in the organization and is considered a senior level engineering team that is relied upon to get things done others can’t. The average tenure with Aruba is approximately 10 years and the average level of industry experience is 15-20 years. You will need to have excellent technical skills in your area of expertise but must also have outstanding communication skills. You must be able to effectively communicate to company IT executives as well as the front-line engineering staff. You must be willing to learn new technologies and be self-starter when it comes to training.

What You’ll Do

• Working with our Critical Account Program customers acting as the senior technical resource
• Identifying sub-optimal designs and/or misconfigurations and consulting on plans to correct.
• Working with engineering escalations teams and customers while remote or onsite to identify and troubleshoot issues and/or software or hardware defects
• Build strong customer relationships and become a trusted advisor.
• Build strong relationships across the wider internal organization to increase your knowledge, get faster outcomes and build trust.
• You will be expected to be very collaborative with your teammates and the rest of the team will be expected to do the same. More communication usually provides better
• outcomes and increases engineering talent’s, experience and knowledge levels.
• Requires some travel approximately 10-40%. Travel varies based on time of year, software release cycles and new hardware releases.

What You Need To Bring

Education and Experience Required:

• Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience.
• Typically, 10-15+ years’ experience.
• A deep understanding of one or more of the following areas of enterprise networking
• Modern enterprise network design, implementation and troubleshooting, including DNS, DHCP, spanning tree, network access control technologies, including 802.1X, IGRP routing protocols and remote access technologies including IPSec and/or SSL VPN.
• WAN/Data Center Design including IGRP and EGRP Routing Protocols, Spine/Leaf topologies and virtualization technologies.
• 802.11 wireless solutions, including design, implementation and troubleshooting in all current industry protocols including 802.11b, 802.11g, 802.11a, 802.11n, 802.11ac and 802.11ax.
• Security solutions, including IPSec, SSL/TLS, Public Key Infrastructure/Certificates, 802.1X, radius and LDAP directories, as well as how they are implemented in networking environments to meet the needs of the modern enterprise.
• Using, evaluating, and developing appropriate engineering design tools and software packages.
• Excellent analytical and problem-solving skills.
• Conduct reviews of customer configurations and quickly identifying issues.
• Strong history of troubleshooting with customers in your current or past roles.
• Vendor and/or Industry certifications are a plus but not required.
• Must have demonstrated the ability to pick up additional skillsets outside of comfort zone.
• Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate and build relationships primarily with customer engineers but also across all levels of customer organisations up to the executive level.
• Must be willing to work as part of larger team as needed.
• We are a fast-growing organization so flexibility, adaptability and a positive attitude are a must.

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.

Job

Engineering

Job Level

TCP_05

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.

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

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.