Premium Services Switching Engineer

Premium Services Switching 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:

The Premium Services Switching Engineer supports customers using HPE Aruba enterprise switching solutions, applies disciplined case management practices, and contributes to a consistent, high-quality customer experience.

This role owns complex and high-impact customer issues through resolution, provides advanced troubleshooting, coordinates across internal stakeholders, and helps maintain technical readiness through documentation and knowledge contributions.

The engineer performs initial and advanced troubleshooting, isolates issues, validates configurations, triages cases for Aruba AOS-CX and AOS-S platforms, ensures accurate problem identification and SLA adherence, and escalates to advanced support or engineering teams when deeper technical engagement is required.

Responsibilities:


* Customer engagement and case ownership: serve as a primary customer contact for Aruba Switching support through phone, email, and web channels; manage cases from creation through resolution or escalation; ensure prioritization, SLA awareness, timely updates, accurate documentation, and effective case progression.


* Communication and collaboration: communicate clearly with customers, support teams, engineering, account teams, and escalation stakeholders; build customer confidence during technical issues; and coordinate follow-through until the issue is resolved or properly transitioned.


* Troubleshooting, diagnostics, and escalation readiness: collect, analyze, and validate logs, system outputs, diagnostic data, topology details, reproduction steps, and business impact; isolate root cause where possible; follow established troubleshooting methods; and prepare complete escalations when advanced support engagement is required.


* Operating systems, tools, and support processes

Education and Experience Required:


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


* Typically 1+ years of experience in Network Operations, Network Support, NOC, TAC...