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Hewlett Packard Enterprise Logo Hewlett Packard Enterprise · IT - Administration

Advanced Technical Support Engineer- Switching

Costa Rica, Heredia · Job Posted March 26, 2026
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Job Description

The Support Engineer will deliver high-quality technical assistance for Juniper Networks' Switching products, through telephone and electronic communication. Provide hardware and software technical support, including configuration assistance and troubleshooting of mentioned products and other peripheral systems including networking equipment, servers, and clients for timely resolution of issues.

Job Responsibility

  • Deliver high-quality technical assistance for Juniper Networks' Switching products
  • Provide hardware and software technical support, including configuration assistance and troubleshooting
  • 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
  • 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
  • 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
  • Document all actions taken toward resolving customer issues in contact tracking database
  • Develop common question 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

Requirements

  • 4-6 years of experience supporting Data Center and Enterprise networks
  • Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN)
  • Hands-on experience in configuration and troubleshooting of switches and routers
  • Experience with Unix/Linux
  • Experience with traffic generator tools such as Spirent and IXIA
  • Scripting experience in Basic Shell and Python
  • Strong transferable skills in other networking disciplines
  • Great communication and interpersonal skills required
  • Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience

Nice to have

  • EVPN/VxLAN is highly desired
  • AI/ML experience a plus
  • Network Storage experience is desired (NAS, SAN, FC, ESX, VM)

What we offer

  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
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