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:

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

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