Routing-Technical Support Engineer 4, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Responsibility:

Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
Metrics management and drive continuous / quality improvement initiatives
Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner
Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services
Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction
Build lasting relationship with customer, partner, field team and other internal stake holders
Manage customer escalations, participate in customer meetings and reviews
Conducts Juniper Technical Support process training and review sessions
Create an innovative, open and high performing culture in the team
Demonstrate ownership – make timely, thoughtful and bold decisions

Requirements:

Bachelor’s degree in engineering or equivalent
Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
In-depth knowledge of Juniper Networks or similar network company and system products
Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience
Ownership and Problem – Solving mindset
Ability to work with different stakeholders for outcomes
Obsess about Quality – Strive for delivering quality output in every interaction
Encourage diversity and innovation
Juniper products knowledge and Junos experience / certifications would be an added advantage
Some travel required up 30% of the time

Nice to have:

Master’s degree is a plus
Juniper products knowledge and Junos experience / certifications would be an added advantage

What we offer:

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Additional Information:

Job Posted:
August 01, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Routing-Technical Support Engineer 4