HPE Aruba Premium Support Engineer

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

We are seeking a motivated HPE Aruba Premium Support Engineer to provide technical support for HPE Aruba Controllers, Central, and SDWAN solutions. This role involves troubleshooting customer-reported issues, assisting with deployments and upgrades, and ensuring timely resolution of support requests. The ideal candidate will have a foundational understanding of Wired and Wireless networks, Routing & Switching, Aruba WLAN (AOS 8 / AOS 10), Aruba Central, Gateways, network monitoring, and enterprise networking concepts. Contributions impact customer success through independent ownership of complex support cases and technical problem resolution. Applies advanced technical knowledge to diagnose and resolve challenging issues. Partners with senior engineers, engineering teams, and customer stakeholders to ensure successful outcomes and improve product quality.

Key Responsibilities

• Provide L2/L3 technical support for complex networking issues across Aruba products.
• Support premium enterprise customers, partners, and service providers with critical and escalated cases.
• Troubleshoot and resolve issues related to:
  • Wired and Wireless networks
  • Routing & Switching
  • Aruba WLAN (AOS 8 / AOS 10), Aruba Central, Gateways
• Collaborate with Engineering, Product teams, and cross-functional stakeholders for root cause analysis and fixes.
• Drive customer communication, provide timely updates, and ensure SLA adherence.
• Perform log analysis, packet capture analysis, and debugging for complex issues.
• Contribute to knowledge base articles and continuous improvement initiatives.
• Ready to work in Differential work schedule.

Required Skills & Expertise

• Typically 2-4 years in relevant experience.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, STP).
• Expertise in Routing protocols (OSPF, BGP) and Switching technologies.
• Hands-on experience with:
  • Aruba Wireless solutions (Controllers, APs)
  • Aruba Central / Cloud networking
  • Network security concepts (Firewall, VPN, AAA)
• Experience supporting enterprise or service provider environments.
• Strong troubleshooting and analytical skills.
• Excellent communication skills to handle global customers.
• Advanced English proficiency, both written and verbal.

Preferred Qualifications

• Aruba Certifications (ACMP / ACCP / ACDX or equivalent)
• Knowledge of Cloud platforms and SaaS networking
• Basic scripting/automation skills (Python, APIs)
• Experience with ITIL processes and TAC/support environments

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#costarica

#networking

Job:

Engineering

Job Level:

TCP_02

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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