Engineering Resolution Team (ERT) Engineer, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Mexico, Guadalajara

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

Not provided

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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

Additional Information:

Job Posted:
June 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Engineering Resolution Team (ERT) Engineer