HPE Technical Support Engineer I

Description

This is a hybrid role, with an average of 2 days per week in an HPE office.

The company is a global edge-to-cloud business that helps customers connect, protect, analyze and act on their data and applications, from edge to cloud.

You will join the Disaster Recovery Engineering Support team, which supports enterprise customers, cloud service providers and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS).

Responsibilities

• Handle customer technical issues and service requests, starting with preliminary investigation.
• Answer HPE Zerto platform problems raised through the web portal, phone and email.
• Keep customers informed at every step: clarifying the issue, agreeing action plans, giving progress updates and explaining the fix.
• Work out causes through research, log review, reproducing the issue and structured problem-solving.
• Work with Technical Support, Quality Assurance, Development and Account teams on harder problems.
• Manage your own case queue: set priorities, meet customer expectations, follow up and escalate in good time.
• Record investigations and fixes accurately and add to the internal knowledge base.
• Test pre-release products and features where relevant.
• Use approved AI tools for troubleshooting, research and documentation, following company policy.

Requirements

• A bachelor's or master's degree in computer science or information systems.
• Typically 0-2 years of experience in the software industry.
• Required: a customer-first attitude and the ability to work well in a team.
• Required: experience troubleshooting technical problems in a customer-facing support or engineering role.
• Required: understanding of virtualization, including hypervisors and virtual machines.
• Required: knowledge of TCP/IP, DNS and core networking.
• Required: familiarity with storage technologies and subsystems.
• Required: basic Linux or UNIX administration, including installation and configuration.
• Required: ability to analyze logs, isolate faults and explain technical details clearly.
• Required: strong written and spoken English where the role needs it.
• Required: ability to juggle competing priorities, act with urgency and use sound judgment.
• Required: willingness to work the set schedule and any required support coverage.
• Optional: experience with VMware, Microsoft Azure, Amazon Web Services or Microsoft Hyper-V.
• Optional: knowledge of APIs and integrations.
• Optional: experience supporting backup, disaster recovery, data protection or cloud technologies.
• Optional: experience working with enterprise customers, cloud service providers or business partners.
• Optional: familiarity with approved AI-enabled tools for support and troubleshooting.

Conditions

Hybrid working, with an average of 2 days per week in an HPE office.

Hourly base pay of USD 25.63 to 44.95 in Massachusetts, United States, depending on location, experience, education and skill level.

Variable incentives may also be offered on top of base pay.

HPE is an equal opportunity employer. Accommodation requests can be made through the secure form linked in the original posting.

HPE will follow all applicable laws on the use of arrest and conviction records in hiring.

Benefits

• Health and wellbeing support covering physical, financial and emotional needs for team members and their families.
• Career development programs, including paths to becoming a subject expert or moving into another division.
• Flexibility to manage work and personal needs.