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Hewlett Packard Enterprise Company L4 Networking Escalation Support Engineer in Andover, Massachusetts

L4 Networking Escalation Support Engineer Andover, Massachusetts


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At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values: partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry. Some people call it an obsession, we call it a way of life.

What you need to know about the job

Job ID:1083331

Date Posted:4/29/2021

Primary Location:Andover, Massachusetts

Other Locations:Roseville, California, United States of America; Santa Clara, California, United States of America

Job Category:Services

Schedule:Full time

Shift:Shift 1, 0% premium (United States of America)

Provide Escalation support for customer found issues and ability to work at an Engineering level with product R&D teams. Strong technical and customer service skills and experience required. Ability to work in a high pressure situations. In depth knowledge of Networking protocols, principles, best practices and designs required. Experience with ancillary products and technologies i.e. Network and Server Virtualization, Cloud, SDN, Storage etc a plus.

Responsible for diagnostics and troubleshooting of Networking equipment and protocols from Pre- and Post-sales activities. Provide proof of concept testing in support of Pre-Sales customer deployments and evaluations. In addition support of Post-Sales customer escalated cases which require testing, customer replication and evaluating product deficiencies or bugs on Networking technologies and devices. Specifies tests to be performed and provides test area with parameters for problem replication. Responsible for designing, developing and implementing methods of testing and troubleshooting systems and equipment.


  • You will design real world customer scenarios and configuration to test and evaluate systems, equipment, and devices based on established engineering principles and in accordance with provided specifications and requirements.

  • You will develop and implements test plans, schedules, and requirements for all portions of new and existing customer designs; designs and provides leadership in communication between Customer, Support and R&D in order to drive viable solutions to complex problems

  • You will collaborate and communicates with management, internal, and external Customer, Support and R&D and development partners regarding testing status, project progress, test results, and issue resolution.

  • You will represent the test engineering team for all phases of larger and more- complex development projects.

  • You will provide guidance and mentoring to less- experienced staff members.

Education and Experience Required:

  • Bachelor's or Master's degree in Computer Science, Information Systems, Electrical Engineering, or equivalent.

  • Typically 4-6 years experience.

Knowledge and Skills:

  • Using testing tools and software packages to automate test in support of customer replication and network designs

  • Familiarity and comfort with building and leveraging scripting tools like Python, Ansible etc that take advantage of product API's like REST API's to configure, monitor and capture diagnostic information.

  • Experience and proficiency with Data Center Automation and Orchestration with commercial and open source tools, technologies and methods Stack Storm, AWX, Elastic Search, Grafanna, Netbox etc

  • IXIA, Spirent & other Network Management tools.

  • Strong analytical and problem solving skills.

  • Understanding of complex networking protocols, hardware and network design.

  • Excellent written and verbal communication skills; mastery in English and ability to communicate effectively to non native English speakers. Ability to effectively communicate testing plans, problem replication methodologies, proposals, and results, and negotiate options at management level

  • Strong customer service skills when working in high pressure situations is a must

    What we can offer you:

    Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

    If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at Working at Aruba Careers ( (

    Join us and make your mark!

    #aruba #arubaUS

    Find out more about us and follow us on:

    HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.


HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status