Premium Support Engineer Specialist

Premium Support Engineer Specialist

This role has been designed as 'Hybrid' with a requirement 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:

We are seeking a highly skilled HPE Aruba Premium Support Engineer to provide advanced technical support for HPE Aruba ClearPass, AirWave, and Central On-Prem.

This role involves troubleshooting complex network security and management issues, driving customer escalations, and performing root cause analysis.

The ideal candidate will have strong expertise in AAA (Authentication, Authorization, and Accounting), NAC (Network Access Control), RADIUS, TACACS+, LDAP, network monitoring, and enterprise security technologies including 802.1X, PKI, and certificate-based authentication.

Contributes to customer success through independent ownership of complex technical issues and advanced troubleshooting.

Applies strong technical expertise to resolve challenging problems, collaborates with engineering to improve product quality, and provides technical guidance to peers.

Exercises sound judgment in resolving customer issues while contributing to knowledge sharing and process improvements.

Responsibilities



* Provide advanced premium technical support for HPE Aruba ClearPass, AirWave, and Central On-Prem.


* Independently troubleshoot complex AAA, RADIUS, TACACS+, LDAP, PKI, and 802.1X authentication issues.


* Troubleshoot AirWave monitoring, performance, and reporting issues, and Central On-Prem deployment, clustering, and device communication issues.


* Perform packet capture analysis, log analysis, and system debugging to identify root causes.


* Support integrations with Active Directory, LDAP, PKI, SAML, OAuth, and third-party identity solutions.


* Manage critical customer escalations and coordinate with engineering to drive issue resolution.


* Assist customers with software upgrades, migrations, and deployment best practices.


* Perform root cause analysis (RCA) for recurring issues and recommend corrective actions.


* Contribute to knowledge base articles, technical documentation, and process improvements.


* Mentor junior engineers and participate in customer technical review meetings.


* Ready to learn and adopt to WLAN t...