Engineering Tools Support Engineer

Hewlett Packard Enterprise • San Juan, PR

8h • Hybrid

About The Position

This role supports engineering productivity by providing coordination, access management and operational support for engineering IT tools and platforms (e.g., Jira, Confluence, GitHub, Jenkins, CI/CD systems, and access management platforms). The Engineering Tools Support Coordinator manages end-to-end request workflows, drives process adherence, and partners with engineers, tool owners, and stakeholders to improve service quality, efficiency, and automation adoption. This role contributes to operational excellence, process standardization, and scalable support models across engineering tools. Leveling may vary based on experience (IC1–IC3).

Requirements

• Bachelor’s degree or equivalent experience in Information Technology, Engineering, or related field.
• 3+ years of experience in engineering tools support, service desk, or operations roles.
• Ability to manage ticket workflows and stakeholder communication with increasing independence.
• Experience with tools such as Jira, Confluence, GitHub, or similar platforms.
• Familiarity with automation tools and API integrations workflow(REST/JSON).
• Strong analytical, organizational, and communication skills.
• Knowledge and Skills: Software development and scripting, API-based integrations, Collaboration and communication skills, Ownership and accountability, Process improvement mindset, Ability to scale with role complexity and responsibility

Responsibilities

• Responsible for supporting and managing core engineering platforms, including but not limited to: Issue & Knowledge Management: Jira, Confluence; Source Control & Collaboration: GitHub (repositories, teams, permissions); CI/CD & Build Systems: Jenkins (pipelines, jobs, access); Communication & Collaboration: Slack (workspace administration, channels, user access, and Slack app approvals/governance); Additional enterprise tools and integrations supporting engineering productivity, automation, and collaboration
• Own end-to-end request execution, ensuring completeness, accuracy, and adherence to defined intake criteria
• Manage full ticket lifecycle (triage, prioritization, routing, tracking, and closure) to meet SLA commitments
• Proactively identify, escalate, and resolve blockers by coordinating across cross-functional teams
• Maintain audit-ready documentation with high standards for data quality and traceability
• Serve as the primary interface for engineering tools support, providing responsive and reliable engagement
• Deliver clear, structured communications on status, risks, dependencies, and timelines
• Actively manage stakeholder expectations and ensure timely follow-through on commitments
• Build strong cross-team partnerships to enable efficient issue resolution and service delivery
• Execute standardized support processes with consistency, discipline, and attention to detail
• Identify operational gaps and inefficiencies, contributing to process optimization initiatives
• Maintain and evolve process documentation to reflect system, policy, and organizational changes
• Drive adoption of best practices to improve service quality and operational consistency
• Contribute to automation of manual and repetitive workflows using scripting and workflow platforms
• Support system integrations leveraging REST APIs and structured data formats (e.g., JSON)
• Improve operational scalability and efficiency through automation-driven solutions
• Partner with Corp IT administration team and engineering teams on automation and integration efforts
• Manage user access lifecycle, including provisioning, modification, and deprovisioning activities
• Support periodic access reviews to ensure compliance with security and governance standards
• Perform data cleanup and maintain system integrity across access control platforms
• Ensure adherence to audit, compliance, and organizational governance requirements

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree