Technical Support Engineer, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Costa Rica, Heredia

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Technical Support Engineer role at Hewlett Packard Enterprise involves solving technical issues across a broad range of technologies like servers, storage, and network. The role is heavily focused on ensuring customer satisfaction by delivering excellence, driving operational efficiency through data insights, managing escalations, and fostering team growth.

Job Responsibility:

Work in a highly dynamic and technical environment with relentless focus on delivering excellence to Juniper customers
Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
Metrics management and drive continuous / quality improvement initiatives
Use data/trends to make proactive decisions and drive operational efficiency
Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
Prepare and conduct customer operations reviews with the Advanced Services team
Develop specific business strategies and plans by exploring opportunities to grow the business
Develop technical support policies and procedures to ensure consistent service delivery
Build lasting relationships with customers, partners, field team and other internal stakeholders
Manage customer escalations, participate in customer meetings and reviews
Conduct Juniper Technical Support process training and review sessions
Create an innovative, open and high performing culture in the team
Demonstrate ownership – make timely, thoughtful and bold decisions.

Requirements:

Bachelor’s degree in engineering or equivalent
Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
In-depth knowledge of Juniper Networks or similar network company and system products
Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience
Ownership and Problem – Solving mindset
Ability to work with different stakeholders for outcomes
Obsess about Quality – Strive for delivering quality output in every interaction
Encourage diversity and innovation
Juniper products knowledge and Junos experience / certifications would be an added advantage
Some travel required up 30% of the time.

Nice to have:

Master’s degree is a plus
Juniper products knowledge and Junos experience / certifications.

What we offer:

Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
Career development programs
Unconditional inclusion celebrating individual uniqueness
Flexibility to manage work and personal needs.

Additional Information:

Job Posted:
August 02, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Support Engineer