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Hewlett Packard Enterprise Logo Hewlett Packard Enterprise · IT - Administration

Technical Support Engineer 3

Costa Rica, Heredia · Job Posted October 08, 2025
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Job Description

This role involves managing devices that form networks and working with Juniper's Mist Cloud platform to manage large-scale, distributed networks encompassing both wired and wireless devices. The position requires developing deep expertise in Enterprise Wireless and Wired Networking technologies.

Job Responsibility

  • Triage and Resolve Customer Support Escalations from multiple inbound channels
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Build and maintain layer 2/3 network testbeds
  • Understand features and reproduce customer issues
  • File tickets on bugs found
  • Analyze logs and pinpoint root causes
  • Work with developers and drive solutions
  • Excellent troubleshooting skills and the ability to analyze and resolve complex wireless network issues
  • Strong communication and collaboration skills, with the ability to work effectively in team environment

Requirements

  • 4 years to 8 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
  • Strong knowledge required on wireless access points, good configuration and troubleshooting experience
  • Strong understanding of Wi-Fi 802.11 networks
  • Configure and troubleshoot wireless protocols, including 802.11a/b/g/n/ac/ax, WPA2/WPA3, and 802.1X authentication
  • Technical Skills: 802.1x, RADIUS, 802.11 Wireless Standards, layer 2/3 switching and routing, TCP/IP, Wireshark
  • Knowledge in Layer 2 and Layer 3 Networking
  • Knowledge in 802.11 Wi-Fi standards
  • Have working knowledge of core network protocols (TCP/IP, DNS, DHCP, ARP)
  • BE /BA/BS/MS in CS/IT/EC/EEE /EECS or related subject area

Nice to have

Juniper Router & Switch Certifications is a plus

What we offer

  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
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