Advanced Customer Engineer - Critical Account Team

HPE•Heredia, TX

16d•Hybrid

About The Position

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 fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection. You must be able to effectively deal with high pressure situations and know how to manage frustrated customers. 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. The team is friendly and operates as team, supporting each other as well as the larger services organization. The position requires approximately 10-40% travel as required to do onsite troubleshooting in customer environments. You will manage your own travel schedule and will be required to be proactive in getting the information you need to be effective when engaging with customers.

Requirements

Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience.
Typically, 10+ 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.
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.
Conducting reviews of customer configurations and quickly identifying issues.
Strong history of troubleshooting with customers in your current or past roles.
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 organizations 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.

Nice To Haves

Vendor and/or Industry certifications are a plus but not required.
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

Responsibilities

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 that should not exceed 40%. Travel varies based on time of year, software release cycles and new hardware releases.
This position can be anywhere in the US. Exact location is not important as long as you are close to a major airport.