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Hewlett Packard Enterprise Logo Hewlett Packard Enterprise · IT - Software Development

Technical Support Engineer

Costa Rica, Heredia Employment contract · Job Posted August 02, 2025
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Job Description

Technical Support Engineer role responsible for solving technical issues across technologies in cloud services and providing support to customers. The role includes troubleshooting, monitoring, deploying, educating customers, and enhancing system reliability.

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
  • relevant industry qualification where applicable
  • 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

  • Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing
  • personal and professional development programs
  • unconditionally inclusive work environment.
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