HPE Technical Support Engineer I

Hewlett Packard Enterprise; Andover (MA); On-site; USD 35,000 - 62,000; Full time

Job summary

Hewlett Packard Enterprise invites applications for a Technical Support Engineer I to join our Disaster Recovery Engineering Support team in a hybrid role based in Massachusetts. You will provide technical support to enterprise customers and partners, investigate issues, and collaborate with cross-functional teams to deliver timely, quality outcomes.

The role emphasizes troubleshooting, virtualization concepts, TCP/IP networking, and experience with cloud or backup tools.

Qualifications

• Bachelor’s or Master’s degree in Computer Science or Information Systems.
• Experience troubleshooting in a customer-facing support or engineering role.
• Strong written and verbal communication skills in English.

Responsibilities

• Provide technical support and preliminary investigations for customer issues.
• Respond to issues involving the HPE Zerto platform via portal, phone, and email.
• Communicate with customers throughout resolution with clear action plans and updates.
• Troubleshoot issues through research, logs, reproduction, and problem-solving.

Skills

Customer focus

Troubleshooting

Virtualization

Networking

Storage tech

Linux/UNIX

Log analysis

English communication

Prioritization

Problem solving

Education

Bachelor’s or Master’s degree in Computer Science or Information Systems

Tools

VMware

Azure

AWS

Hyper-V

Job description

HPE Technical Support Engineer I

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

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 As a Technical Support Engineer on the HPE Disaster Recovery Engineering Support team, you will provide technical support to enterprise customers, cloud service providers, and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS). You will investigate and resolve customer issues, communicate clearly throughout the support process, and collaborate with internal technical teams to deliver timely, high-quality outcomes.

Responsibilities

• Provide technical support and conduct preliminary investigations for customer issues and service requests.
• Respond to technical issues involving the HPE Zerto platform through the web portal, telephone, and email.
• Communicate directly with customers throughout the resolution process, including issue clarification, action plans, progress updates, and resolution explanations.
• Troubleshoot issues through research, log analysis, issue reproduction, and structured problem-solving.
• Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex problems.
• Manage an assigned case workload, including prioritization, customer expectations, follow-up, and timely escalation.
• Document investigations and resolutions accurately and contribute to internal knowledge-base content.
• Participate in testing pre-release products and features, as appropriate.
• Use approved AI tools to support troubleshooting, research, and documentation in accordance with company policies.

Education and Experience Required

Bachelor's or Master's degree in Computer Science or Information Systems Typically 0-2 years experience in software industries

Knowledge and Skills Required

• Customer-focused approach and ability to collaborate effectively in a team environment.
• Experience troubleshooting technical issues in a customer-facing support or engineering role.
• Understanding of virtualization concepts, including hypervisors and virtual machines.
• Knowledge of TCP/IP, DNS, and fundamental networking concepts.
• Familiarity with storage technologies and subsystems.
• Basic Linux or UNIX administration experience, including installation and configuration.
• Ability to analyze logs, isolate problems, and communicate technical information clearly.
• Strong written and verbal communication skills in English, where required for the role.
• Ability to manage competing priorities and work with urgency while exercising sound judgment.
• Willingness to work the defined schedule and any required support coverage.

Preferred Experience

• Preferred Experience with VMware, Microsoft Azure, Amazon Web Services, or Microsoft Hyper‑V.
• Knowledge of APIs and integrations.
• Experience supporting backup, disaster recovery, data protection, or cloud technologies.
• Experience working with enterprise customers, cloud service providers, or business partners.
• Familiarity with approved AI-enabled tools for technical support and troubleshooting.

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. #unitedstates #grads

Job: Services

Job Level: Entry

Salary

The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. – United States of America: Hourly Salary USD 25.63 - 44.95 in Massachusetts The listed salary range reflects base salary. Variable incentives may also be offered. Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Equal Employment Opportunity

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.

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.

HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here.

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.

Disclosure of Sensitive Personal Data

Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.