Network Security Technical Support Engineer

Network Security Technical 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.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.

We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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.

If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Supporting the HPE Aruba Networking Security Service Edge (SSE) platform.

About the Role

As a Technical Support Engineer on the HPE Aruba Networking SSE team, you will serve as a trusted technical resource for enterprise customers deploying and operating our Security Service Edge platform.

You'll own customer issues end-to-end, collaborate cross-functionally with engineering and product teams, and help shape the support experience for a cloud-native security product.

Responsibilities


* Serve as the primary technical point of contact for enterprise customers experiencing issues with the HPE Aruba Networking SSE platform (ZTNA, SWG, CASB, DEM)


* Troubleshoot and resolve complex issues involving secure access, policy configuration, identity integration (IdP/SAML/SCIM), and network connectivity


* Manage and prioritize a queue of support tickets, driving issues to resolution within defined SLAs


* Reproduce customer issues in lab environments and work with engineering to identify root causes


* Escalate critical or deeply technical issues to Tier 3/engineering with thorough documentation and root cause analysis


* Produce and contribute to knowledge base articles, runbooks, and troubleshooting guides


* Collaborate with product and engineering on recurring issues and customer feedback loops


* Participate in on-call rotation for critical/P1 customer escalations

Education and Experience Required:


* Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.


* Typically 3–5+ years of experience in Technical Support, Solutions Engineering, Network Engineering, or a related customer-facing technical role supporting enterprise customers.


* Solid understanding of network security technologies and concepts, including Zero Trust, VPNs, proxies, firewalls, and identity-based access control.


* Knowledge of cloud architectures and SaaS delivery models, including platforms such as AWS, Azure, and Google Cloud Platform (GCP).


* Experience w...