Staff - Advanced Technical Support Engineer - Switching (EX/QFX)

Hewlett Packard Enterprise Development LP; Spring (TX); Hybrid; USD 106,000 - 243,000; Full time

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.

Skills

Network troubleshooting

Customer communication

Mentoring teammates

Technical leadership

Education

Bachelor’s or Master’s in Computer Science/Information Systems or related field

Certifications for switching & routing (JNCIA/JNCIS/JNCIP/JNCIE or CCNA/CCNP/CCIE)

Tools

Spirent

IXIA

Job description

Staff - Advanced Technical Support Engineer - Switching (EX/QFX)

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. Open up opportunities with HPE.

Job Description

We are seeking a highly motivated Senior Network Engineer to join our Switching Support team in a hybrid role. In this position, you will troubleshoot sophisticated network related issues across the EX-series and QFX-series Switching product line, working directly with customers and engineering to investigate and resolve queries. This is a hands‑on role requiring strong technical skills, a customer‑focused mindset, and a proactive attitude. You will develop deep product knowledge and take ownership of key Support responsibilities, including advanced debugging, customer issue reproduction, mentoring, team training and writing clear, user‑focused documentation.

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.
• This includes providing training for other teams.
• 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 as technical expert in product marketing meetings and support readiness project work.
• Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
• Document all actions taken toward resolving customer issues in contact tracking database.
• Develop common questions and answer documentation to be included in department knowledge base.
• Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
• Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.

Education And Experience Required

• Bachelor’s or Master’s in Computer Science, Information Systems, or a related field work experience can be substituted in lieu of a degree 6+ years of experience supporting, designing, and implementing IP networks.
• Candidates who have extensively worked on troubleshooting, implementing, and supporting large IP networks.
• 6+ years of experience supporting, designing, and implementing IP networks.
• Certifications for switching and routing a plus.
• (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE)
• Excellent verbal and written communication, presentation and customer handling skills.
• Technical lead to provide mentoring and training for team members.
• Ability to logically troubleshoot complex and high‑impact problems.
• IP Packet flow, OSI layers Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
• IP routing protocols (BGP, OSPF, ISIS, RIP)
• EVPN / VxLAN Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
• Traffic generator tools such as Spirent and IXIA.
• MPLS, VPLS, L2, and L3 VPN MPLS Traffic Engineering, LDP, RSVP Multicast technologies NG-MVPN, PIM EVPN / VxLAN
• AI/ML experience a plus
• Experience with Linux Perl/Unix scripting.

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_04 "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: Annual Salary USD 105,500 - 243,000 in Texas 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.

Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement.

E-Verify

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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.

Sensitive Personal Data Disclosure

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.