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Engineering Resolution Team (ERT) Engineer

Mexico, Guadalajara Employment contract · Job Posted June 10, 2025
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Job Description

This role acts as the final escalation point for complex and high-priority technical issues involving Aruba wired and wireless infrastructure, network access control, and cloud-managed platforms (Aruba Central). It requires technical depth, customer engagement, and cross-functional coordination, providing expert troubleshooting and mentorship.

Job Responsibility

  • Provide expert-level troubleshooting and resolution for critical issues escalated from L1 and L2 TAC engineers, partners, and enterprise customers
  • Resolve complex issues involving ArubaOS switches (CX and legacy), Aruba wireless LAN controllers and APs, Aruba ClearPass (NAC), Aruba Central (cloud-based network management), SD-Branch, SD-WAN, and EdgeConnect platforms
  • Reproduce customer issues in lab environments and provide detailed root cause analysis
  • Collaborate with HPE R&D, QA, and Product Management teams to identify and escalate software bugs and feature enhancements
  • Write and maintain high-quality technical documentation and knowledge base articles
  • Lead technical bridges for major incidents and manage communications with stakeholders
  • Participate in on-call rotation for critical customer support
  • Mentor L1 and L2 engineers and contribute to process and tool improvements

Requirements

  • Bachelor’s degree in Computer Science, Engineering, or a related field
  • 5+ years of experience in enterprise network support or TAC engineering
  • Strong understanding of Layer 2/3 protocols, wireless technologies, and network security
  • Hands-on experience with Aruba products (wired, wireless, NAC, and cloud platforms)
  • Familiarity with enterprise authentication protocols (802.1X, RADIUS, TACACS)
  • Proficiency with tools like Wireshark, packet capture, and network diagnostics
  • Excellent problem-solving skills and a customer-first mindset

Nice to have

  • Aruba Certified Switching Professional (ACSP) or Aruba Certified Edge Professional (ACEP)
  • CCNP, CWNP, or equivalent certifications
  • Experience with scripting (Python, REST APIs) and automation tools (Ansible)
  • Knowledge of public cloud networking (AWS, Azure) and Zero Trust frameworks

What we offer

  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Specific programs catered to helping you reach career goals
  • Unconditionally inclusive work environment
  • Flexibility to manage work and personal needs

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