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 technologies - Wireless Access Points, ArubaOS 8, ArubaOS 10.

Education and Experience Required

• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent experience.
• Typically 4–7 years of experience in networking, network security, or enterprise technical support.
• Advanced English Level.

Knowledge and Skills Required

• Strong knowledge of RADIUS, TACACS+, LDAP, AAA, and NAC architectures.
• Experience troubleshooting 802.1X, EAP methods, PKI, certificates, and identity management integrations.
• Hands-on experience with HPE Aruba ClearPass, AirWave, and Central On-Prem.
• Solid understanding of TCP/IP, routing, switching, VLANs, wireless networking, and Linux administration.
• Strong packet capture, log analysis, and troubleshooting skills.
• Familiarity with Python, Bash, or automation tools is a plus.
• Excellent analytical, communication, and customer management skills.

Preferred Certifications

• Aruba Certified ClearPass Professional (ACCP)
• Aruba Certified Mobility Professional (ACMP)
• Aruba Certified Switching Professional (ACSP)
• Aruba Certified Network Security Expert (ACNX) (preferred)
• Cisco CCNP or equivalent networking/security certification

IMPORTANT:

Ready to work in differential shift. Flexible to work on weekends and flexible to work between 5AM PST to 6PM PST.

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#costarica

#aruba, #cybersecurity, #globalIT, #highperformancecompute, #networking

Job:

Engineering

Job Level:

TCP_03

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

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