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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:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

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
  • Ownership and Problem-Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality
  • 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 07, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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