📍 Job Overview

Job Title: Experienced Customer Escalation Engineer – Next-Gen Networking
Company: Hewlett Packard Enterprise
Location: Aguadilla, Puerto Rico, Puerto Rico
Job Type: Hybrid (2 days per week on-site)
Category: Engineering
Date Posted: 2025-06-26

🚀 Role Summary

Design, develop, and maintain next-generation networking solutions for customers.
Collaborate with cross-functional teams to troubleshoot and resolve complex network issues.
Leverage your expertise in network device management and deployment to ensure optimal performance.
Contribute to the continuous improvement of HPE's networking products and services.

📝 Enhancement Note: This role requires a strong background in networking and a solid understanding of network device management and troubleshooting. Familiarity with next-generation networking technologies is a plus.

💻 Primary Responsibilities

Network Architecture & Design: Design and implement network architectures that meet customer requirements and industry best practices.
Troubleshooting & Resolution: Diagnose and resolve complex network issues, often working with customers and internal teams to identify root causes and implement solutions.
Customer Escalation: Serve as the primary point of contact for escalated customer network issues, ensuring timely resolution and high customer satisfaction.
Collaboration & Knowledge Sharing: Work closely with cross-functional teams, including product development, sales, and marketing, to improve HPE's networking offerings and customer support processes.
Documentation & Training: Document network troubleshooting processes, create knowledge base articles, and provide training to internal teams and customers as needed.

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to work effectively in a collaborative, customer-focused environment. Experience with network virtualization and software-defined networking (SDN) technologies is beneficial.

🎓 Skills & Qualifications

Education:

Bachelor's or Master's degree in Computer Science, Information Systems, or Electronics Engineering.

Experience:

Typically 4-6 years of experience in networking, with a focus on network device management and deployment (routing, switching, and firewall devices).
Proven experience in network troubleshooting and resolution.
Experience in customer escalation or support roles is a plus.

Required Skills:

Expertise in multiple software systems design tools and languages.
Strong analytical and problem-solving skills.
Knowledge of network device management and deployment.
Excellent written and verbal communication skills in English and local language.
Ability to effectively communicate product architectures, design proposals, and negotiate options at management levels.

Preferred Skills:

Experience and knowledge in Scrum Master or Project Management skills.
Familiarity with next-generation networking technologies (e.g., 5G, IoT, Edge Computing).
Knowledge of cloud architectures and DevOps practices.

📝 Enhancement Note: This role requires a well-rounded skill set, including technical expertise, strong communication skills, and the ability to work effectively in a collaborative, customer-focused environment. Experience with Agile methodologies and project management is beneficial.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your expertise in network design, configuration, and troubleshooting through case studies and project examples.
Highlight your problem-solving skills and ability to resolve complex network issues.
Showcase your experience with network device management and deployment, including routing, switching, and firewall devices.
Include any relevant certifications or training in networking technologies.

Technical Documentation:

Provide examples of network architecture and design documentation, as well as troubleshooting guides and knowledge base articles.
Demonstrate your ability to create clear, concise, and well-organized technical documentation.

📝 Enhancement Note: Your portfolio should emphasize your technical expertise and problem-solving skills, as well as your ability to communicate complex network concepts effectively.

💵 Compensation & Benefits

Salary Range: $70,000 - $90,000 USD per year (based on experience and location)

Benefits:

Health & Wellbeing: Comprehensive health, dental, and vision plans, as well as wellness programs and resources.
Personal & Professional Development: Career development opportunities, including training, mentoring, and career advancement programs.
Unconditional Inclusion: A diverse and inclusive work environment that values individual uniqueness and fosters a culture of belonging.

Working Hours: 40 hours per week, with flexible scheduling options available.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience, skills, and the company's internal compensation structure.

🎯 Team & Company Context

Company Culture:

Industry: Technology, focusing on edge-to-cloud solutions and services.
Company Size: Large (over 60,000 employees worldwide).
Founded: 1939 (as Hewlett-Packard; merged with Compaq in 2002 to form Hewlett-Packard Enterprise).

Team Structure:

The Networking team consists of various specialized roles, including network architects, network engineers, and network support specialists.
The team follows a matrix organization structure, with cross-functional collaboration between different business units and product lines.

Development Methodology:

Agile methodologies, including Scrum, are used for software development and project management.
HPE emphasizes continuous improvement, innovation, and a customer-centric approach to product development.

Company Website: Hewlett Packard Enterprise

📝 Enhancement Note: HPE's culture values innovation, collaboration, and a customer-centric approach to technology solutions. The company's size and global presence offer numerous opportunities for career growth and development.

📈 Career & Growth Analysis

Web Technology Career Level: Experienced Engineer (5-10 years of experience)

Reporting Structure: This role reports directly to the Networking Team Lead or Manager and may oversee junior network engineers or support specialists.

Technical Impact: This role has a significant impact on HPE's networking products, services, and customer satisfaction. The engineer's expertise and problem-solving skills directly influence the company's ability to deliver high-quality, reliable networking solutions.

Growth Opportunities:

Technical Leadership: Develop your expertise in next-generation networking technologies and consider moving into a technical leadership role, such as a Senior Network Engineer or Network Architecture Lead.
Product Management: Transition into a product management role, focusing on networking product development and strategy.
Consulting & Professional Services: Expand your skill set to include consulting and professional services, helping customers optimize their network infrastructure and migrate to next-generation technologies.

📝 Enhancement Note: HPE offers numerous opportunities for career growth and development, with a strong focus on technical expertise and leadership. The company's size and global presence provide ample room for advancement and specialization.

🌐 Work Environment

Office Type: Hybrid (2 days per week on-site)

Office Location(s):

Aguadilla, Puerto Rico, Puerto Rico
San Juan, Puerto Rico (for certain roles and as needed)

Workspace Context:

Collaborative workspaces with access to specialized networking labs and testing facilities.
Modern office equipment, including laptops, dual monitors, and specialized software tools.
Opportunities for remote work and flexible scheduling, depending on the role and team requirements.

Work Schedule:

Standard work hours are 8:00 AM to 5:00 PM, Monday through Friday, with a one-hour lunch break.
Flexible scheduling options, including part-time and job-sharing arrangements, may be available depending on the role and team needs.

📝 Enhancement Note: HPE's work environment emphasizes collaboration, innovation, and a customer-centric approach. The company offers flexible scheduling options and remote work opportunities to support work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills and basic technical knowledge (30-45 minutes).
Technical Assessment: A hands-on, scenario-based assessment focusing on network troubleshooting, configuration, and design skills (60-90 minutes).
Behavioral & Cultural Fit: A structured interview to evaluate problem-solving skills, cultural fit, and career aspirations (60-90 minutes).
Final Review: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's qualifications and fit for the role (30-45 minutes).

Portfolio Review Tips:

Highlight your problem-solving skills and ability to resolve complex network issues.
Include case studies and project examples that demonstrate your expertise in network device management and deployment.
Showcase your experience with network virtualization and software-defined networking (SDN) technologies, if applicable.

Technical Challenge Preparation:

Brush up on your networking fundamentals, including routing protocols, switching, and network security.
Familiarize yourself with HPE's networking products and solutions, as well as industry trends and best practices.
Practice troubleshooting network issues using virtual labs or simulation tools, such as Packet Tracer or GNS3.

ATS Keywords: Networking, Network Device Management, Network Troubleshooting, Network Design, Network Virtualization, Software-Defined Networking (SDN), Agile Methodologies, Customer Escalation, Technical Support, Problem-Solving, Collaboration, Communication, Leadership, Next-Gen Networking, Cloud Architectures, DevOps, IoT, 5G, Edge Computing.

📝 Enhancement Note: HPE's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. The company values candidates with strong communication skills and a customer-centric mindset.

🛠 Technology Stack & Web Infrastructure

Networking Technologies:

Routing protocols: BGP, OSPF, EIGRP, Static Routing
Switching: Spanning Tree Protocol (STP), Rapid Spanning Tree Protocol (RSTP), Link Aggregation Control Protocol (LACP)
Network security: Firewalls, Intrusion Detection Systems (IDS), Virtual Private Networks (VPNs)
Network virtualization: Virtual LAN (VLAN), Virtual Extensible LAN (VXLAN), Network Functions Virtualization (NFV)
Software-defined networking (SDN): OpenFlow, SD-WAN, Network Functions Virtualization (NFV) Orchestration

HPE Products & Solutions:

Aruba networking products (wireless access points, switches, routers)
HPE networking products (switches, routers, firewalls)
HPE Networking Nuage (SD-WAN and SD-Branch solutions)
HPE Networking Operations Manager (network management and automation platform)

Collaboration & Productivity Tools:

Microsoft Office Suite (Word, Excel, PowerPoint)
Microsoft Teams (collaboration and communication platform)
Slack (team messaging and collaboration)
Jira (project management and issue tracking)
Confluence (collaboration and knowledge management)

📝 Enhancement Note: HPE's technology stack includes a wide range of networking technologies, products, and solutions. Familiarity with HPE's networking portfolio and industry-standard networking technologies is essential for this role.

👥 Team Culture & Values

Networking Team Values:

Customer Focus: Prioritize customer needs and ensure high customer satisfaction through timely and effective issue resolution.
Collaboration: Work closely with cross-functional teams to deliver innovative networking solutions and services.
Continuous Learning: Stay up-to-date with industry trends and emerging technologies to drive innovation and improvement.
Accountability: Take ownership of your work and strive for excellence in all aspects of your role.
Inclusion: Foster a diverse and inclusive team environment that values individual uniqueness and promotes a culture of belonging.

Collaboration Style:

Cross-functional Integration: Work closely with product development, sales, and marketing teams to improve HPE's networking offerings and customer support processes.
Code Review & Knowledge Sharing: Participate in code reviews and knowledge-sharing sessions to ensure high-quality network designs and troubleshooting processes.
Mentoring & Coaching: Provide guidance and support to junior team members and contribute to their professional development.

📝 Enhancement Note: HPE's networking team values a customer-centric, collaborative, and innovative approach to networking solutions and services. The team fosters a culture of continuous learning, accountability, and inclusion.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Next-Gen Networking: Stay up-to-date with emerging networking technologies, such as 5G, IoT, and edge computing, and adapt your skill set to support HPE's next-generation networking portfolio.
Scalability & Performance: Design and implement network architectures that can scale to meet growing customer demands and maintain optimal performance.
Security & Compliance: Ensure network security and compliance with industry standards and regulations, including data privacy and data protection requirements.

Learning & Development Opportunities:

Technical Specialization: Deepen your expertise in specific networking technologies, such as network virtualization, SD-WAN, or IoT networking.
Leadership Development: Develop your leadership skills through mentoring, coaching, and project management opportunities.
Industry Engagement: Engage with industry events, conferences, and online communities to expand your network and stay informed about emerging trends and best practices.

📝 Enhancement Note: HPE offers numerous opportunities for technical growth and development, with a strong focus on emerging technologies and industry trends. The company's size and global presence provide ample room for advancement and specialization.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Describe the differences between routing protocols, such as BGP, OSPF, and EIGRP. Explain when you would use each protocol in a given network scenario.
Network Security: Explain the differences between stateful and stateless firewalls. Describe a situation where you had to configure a firewall to secure a network and the steps you took to ensure its effectiveness.
Network Virtualization: Compare and contrast VLAN and VXLAN. Describe a use case where you implemented network virtualization and the challenges you faced.

Company & Culture Questions:

HPE's Networking Portfolio: Describe one of HPE's networking products or solutions and explain how it addresses a specific customer need or market gap.
Customer Focus: Describe a time when you went above and beyond to resolve a customer's network issue. What steps did you take to ensure their satisfaction and what was the outcome?
Collaboration: Describe a situation where you worked with a cross-functional team to improve a networking product or service. What was the result, and what did you learn from the experience?

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to engage the interview panel and highlight your problem-solving skills, technical expertise, and customer focus.
Visual Aids: Utilize diagrams, flowcharts, and other visual aids to illustrate complex network concepts and architectures.
Live Demonstrations: If applicable, provide live demonstrations of your network troubleshooting, configuration, or design skills using virtual labs or simulation tools.

📝 Enhancement Note: HPE's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. The company values candidates with strong communication skills and a customer-centric mindset.

Experienced Customer Escalation Engineer – Next-Gen Networking