Senior Switching Support Engineer (EX/QFX) Hybrid

Hewlett Packard Enterprise Development LP

Spring (TX)

Hybrid

USD 106,000 - 243,000

Full time

8 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Hewlett Packard Enterprise is seeking a Senior Network Engineer to join the Switching Support team in a hybrid role. You will troubleshoot complex issues across EX-series and QFX-series products, engaging with customers and engineering to investigate and resolve queries.

This is a hands-on role requiring strong technical skills and a customer-focused mindset. You will develop deep product knowledge, take ownership of advanced debugging, mentoring, and documenting clear user-focused guidance.

Qualifications

Bachelor’s or Master’s in Computer Science, Information Systems, or related field.
6+ years of experience supporting, designing, and implementing IP networks.
Certifications for switching and routing (JNCIA/JNCIS/JNCIP/JNCIE or CCNA/CCNP/CCIE) are a plus.
Strong verbal and written communication, and customer-handling skills.
Experience with Linux Perl/Unix scripting.

Responsibilities

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, along with working directly with Engineering if required.
Participate in product marketing meetings and support readiness project work.
Work with external partners, vendors, and customers to document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
Document all actions toward resolving customer issues in contact tracking database.
Develop common questions and answer documentation for the knowledge base.
Provide regional and overflow support including escalations from tier 1 & 2 technical support teams globally.
Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel may be required.