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Routing-Technical Support Engineer 4

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Hewlett Packard Enterprise

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Location:
Costa Rica , Heredia

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Category:
IT - Administration

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Contract Type:
Not provided

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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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