Technical Support Engineer 3 Job at Hewlett Packard Enterprise (Heredia)

Technical Support Engineer 3

Hewlett Packard Enterprise

Location:
Costa Rica , Heredia

Category:
IT - Software Development

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:

Provide timely and effective technical support for cloud services and infrastructure
Address customer inquiries, troubleshoot issues, and resolve technical problems
Escalate complex issues to senior engineers or relevant teams when necessary
Monitor cloud resources and services to ensure optimal performance and availability
Assist in the configuration and deployment of cloud services
Communicate effectively with customers to understand their issues and provide solutions
Document customer interactions and technical issues in support tickets or knowledge bases
Educate customers in best practices and efficient use of cloud services
Perform regular maintenance and updates on cloud systems
Ensure cloud environments are secure and compliant with industry standards
Identify and implement improvements to enhance system reliability and performance
Create and maintain technical documentation, user guides, and FAQs
Share knowledge with team members to improve overall support capabilities
Participate in training sessions and workshops to stay up to date with the latest cloud technologies

Requirements:

Bachelor’s degree in a related area of study with typically 2 - 4 years’ experience, master’s degree desirable
Proficiency in at least one major cloud platform such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
Understanding of cloud architecture and services, including computing, storage, networking, and databases
Strong knowledge of both Linux and Windows operating systems
Good Understanding of networking concepts such as DNS, TCP/IP, VPNs, and firewalls
Ability to troubleshoot network and general connectivity-related issues in a cloud environment
Proficiency in scripting languages like Python, PowerShell, or Bash
Experience with automation tools and frameworks, such as Ansible, Chef, or Terraform
Knowledge of relational databases (e.g., MySQL, PostgreSQL) and NoSQL databases (e.g., MongoDB, DynamoDB)
Understanding of cloud security best practices and compliance standards
Experience with security tools and technologies, such as Identity Access and Management (IAM), encryption, and intrusion detection systems
Familiarity with monitoring tools like CloudWatch, Azure Monitor, or Prometheus
Ability to analyze performance metrics and implement optimizations

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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