HPE Technical Support Engineer I

HPE Technical Support Engineer I

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:

Job Family Definition

As a Technical Support Engineer on the HPE Disaster Recovery Engineering Support team, you will provide technical support to enterprise customers, cloud service providers, and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS).

You will investigate and resolve customer issues, communicate clearly throughout the support process, and collaborate with internal technical teams to deliver timely, high-quality outcomes.

Responsibilities


* Provide technical support and conduct preliminary investigations for customer issues and service requests.


* Respond to technical issues involving the HPE Zerto platform through the web portal, telephone, and email.


* Communicate directly with customers throughout the resolution process, including issue clarification, action plans, progress updates, and resolution explanations.


* Troubleshoot issues through research, log analysis, issue reproduction, and structured problem-solving.


* Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex problems.


* Manage an assigned case workload, including prioritization, customer expectations, follow-up, and timely escalation.


* Document investigations and resolutions accurately and contribute to internal knowledge-base content.


* Participate in testing pre-release products and features, as appropriate.


* Use approved AI tools to support troubleshooting, research, and documentation in accordance with company policies.

Education and Experience Required


* Bachelor's or Master's degree in Computer Science or Information Systems


* Typically 0-2 years experience in software industries

Knowledge and Skills

Required


* Customer-focused approach and ability to collaborate effectively in a team environment.


* Experience troubleshooting technical issues in a customer-facing support or engineering role.


* Understanding of virtualization concepts, including hypervisors and virtual machines.


* Knowledge of TCP/IP, DNS, a...