Wireless Technical Support Engineer

About the role

Hewlett Packard Enterprise is hiring a Wireless Technical Support Engineer in San Juan, Puerto Rico. The role is hybrid, with about two days per week spent in an HPE office. It covers designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for HPE's portfolio, with contributions to technical components of products, solutions or services. The position involves services in a FedRAMP High compliant environment, so U.S. citizenship is required.

Key responsibilities

• Triage and resolve customer support escalations from multiple inbound channels, meeting customer expectations on response quality, timeliness and overall experience.
• Build and maintain Layer 2/3 network testbeds, understand features and reproduce customer issues.
• Analyze logs, isolate faults across multiple network layers and file tickets on bugs found.
• Work with developers to drive solutions, attend relevant meetings and give status reports.
• Provide guidance and mentoring to less experienced staff.

Required profile

• Bachelor's or Master's degree in Computer Science, Computer Engineering or a focus in Networking preferred.
• Typically 2-4 years of experience.
• Relevant certifications strongly preferred (e.g. CWNA/CWSP/CWDP/CWNE, CCNP Enterprise/Wireless, Aruba Certified, Ekahau).
• Excellent written and verbal communication, and ability to explain product architectures and negotiate with senior management.
• U.S. citizenship required.

Required skills

• 802.11 Wi-Fi standards, routing and Wireshark.
• TCP/IP, Ethernet, IPv4/IPv6, subnetting, VLANs, Layer 2 switching and Layer 3 routing.
• Core network protocols (TCP/IP, DNS, DHCP, ARP, ICMP, TCP/UDP, MTU) and end-to-end connectivity.
• Wireless security, network segmentation, 802.1X and RADIUS authentication, and integration with enterprise networking (switching, routing, firewalls).

What we offer

• Health and wellbeing benefits.
• Personal and professional development programs.
• Unconditional inclusion and flexible work-life balance.
• Relocation support for eligible candidates.