Global Customer Care L3 (Technical Support)

Global Customer Care L3 (Technical Support)

  

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:

   

The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE’s portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools. 

Job Family Definition for Executive Levels only: Directs and manages a diverse team of engineering professionals performing research, development, design and/or implementation of products, services, solutions for the company’s portfolio. Responsible for creating and communicating technical strategy within the organization and/or across the function.

 

Contributions include applying intermediate level of subject matter expertise to solve common technical problems. Acts as an informed team member providing analysis of information and recommendations for appropriate action. Works independently within an established framework and with moderate supervision.

 

Job Summary:

Provide technical support and troubleshooting for HPE Networking customers across Switching (infrastructure) and Software (cloud, licensing, and platforms) solutions.

Own cases end-to-end from diagnosis to resolution, ensuring timely service restoration, SLA compliance, and high customer satisfaction.

 

Responsibilities: 

·        Own and manage technical support cases from assignment to closure

·        Perform troubleshooting, diagnosis, and root cause analysis for networking issues

·        Provide timely customer communication and updates aligned with SLA commitments

·        Work on:

·        Switching issues (CLI, L2/L3 networking, connectivity)

·        Software issues (logs, configurations, licensing, cloud platforms)

·        Document all troubleshooting steps, findings, and resolutions in case management tools

·        Replicate issues and validate solutions using lab/testing environments 

·        Collaborate with cross-functional teams (L2, Engineering, Escalation teams) for complex issues

·        Escalate cases appropriately and provide complete handover/technical details 

·        Follow defined processes, case quality standards, and SLA timelines

·        Contribute to knowledge base articles and continuous improvement initiatives

·        Designs portions of engineering solutions utilizing multiple engineering disciplines for products, systems, software, and solutions based on established engineering principles and in accordance with development technology practices and guidelines.

·        Develops and implements parameters and test plans for existing designs, including validation of mechanical, electrical, software, and other engineering specifications and requirements.

·        Collaborates and communicates with internal and outsourced development partners on engineering design and development.

·        Participates as a member of project team of other engineers and internal and outsourced development partners to develop reliable, cost effective and high-quality solutions for low to moderately- complex products.

 

Technical Scope

Switching

·        Aruba Switching platforms (OS-CX / AOS)

·        Layer 2 / Layer 3 networking concepts

·        CLI-based troubleshooting and packet analysis

 

Software

·        Cloud/network management platforms

·        Licensing, entitlement, and configuration issues

·        Log analysis and software troubleshooting

 

Education and Experience Required: 

·        Bachelor's or master's degree in mechanical, Electrical, or other Engineering, Computer Science, or equivalent.

·        Bachelor's degree in computer science, IT, or related field (or equivalent experience)

·        Strong understanding of networking fundamentals (TCP/IP, VLAN, routing)

·        Basic knowledge of switching technologies and troubleshooting

·        Familiarity with operating systems, logs, and configuration analysis

·        Typically, 2-4 years’ experience.

 

Preferred

·        Experience in technical support / TAC / NOC environment

·        Knowledge of Aruba / Networking products

·        Exposure to:

o   Case management tools (e.g., SFDC)

o   Networking support systems / portals

·        Relevant certifications (e.g., CCNA, Aruba ACMA/ACMP)

 

 

 Knowledge and Skills: 

·        Strong analytical and problem-solving skills

·        Effective customer communication (verbal & written)

·        Ability to work in a 24x7 global support environment

·        Collaborative mindset with cross-functional teams

·        Ability to handle high priority / critical issues under pressure

·        Using appropriate engineering design tools and software packages to design components and solutions.

·        Ability to apply analytical and problem-solving skills.

·        Understanding of material properties and hardware, software, and electrical component design.

·        Understanding of material properties and hardware, software, and electrical component design.

·        Using empirical analysis, modeling, and testing methodologies to validate product designs and specifications.

·        Strong written and verbal communication skills; mastery in English and local language. Ability to effectively communicate design proposals and negotiate options.

#LI-Hybrid

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.

#philippines

#aruba, #networking

Job:

Engineering

Job Level:

TCP_03

    

    

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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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.