Experienced Customer Escalation Engineer – Next-Gen Networking at Hewlett Packard Enterprise

📍 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 in office)
Category: Engineering
Date Posted: 2025-06-26
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Lead project teams to design, develop, and maintain next-generation networking solutions.
Collaborate with internal and external partners to ensure high-quality and reliable solutions.
Troubleshoot and debug software issues, and create solutions for code and integration problems.
Provide guidance and mentoring to less-experienced staff members.
Represent the software engineering team in larger, more complex development projects.

💻 Primary Responsibilities

Software Design & Development: Design and develop enhancements, updates, and programming changes for systems software, including operating systems, compilers, networking, utilities, databases, and Internet-related tools.
Project Leadership: Lead project teams consisting of software engineers and internal/external development partners to develop reliable, cost-effective, and high-quality solutions for assigned systems portions or subsystems.
Collaboration & Communication: Work closely with management, internal, and external development partners to discuss project progress, issue resolution, and software systems design status.
Mentoring & Knowledge Sharing: Provide guidance and mentoring to less-experienced staff members, and represent the software engineering team in larger, more complex development projects.
Problem Solving: Analyze design, determine coding, programming, and integration activities, and create solutions for issues with code and integration into application architecture.

🎓 Skills & Qualifications

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

Experience: 4-6 years of experience in networking, with a focus on network device management and deployment (routing, switching, and firewall devices). Knowledge of network troubleshooting (firewalls) is required.

Required Skills:

Expertise in multiple software systems design tools and languages.
Strong analytical and problem-solving skills.
Experience in software systems testing methodology, including writing and executing test plans, debugging, and testing scripts and tools.
Excellent written and verbal communication skills; mastery of English and local language.
Experience and knowledge in Scrum Master or PM skills is a plus.

Preferred Skills:

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, Solutions Design, Testing & Automation, User Experience (UX).

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A comprehensive portfolio showcasing your experience in network device management, deployment, and troubleshooting. Include case studies demonstrating your problem-solving skills and the impact you've made on projects.
Technical Documentation: Document your approach to network architecture, design, and troubleshooting. Include any relevant code snippets, scripts, or tools you've developed to streamline your workflow.

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 USD per year (Based on market research for experienced networking professionals in Puerto Rico)

Benefits:

Health & Wellbeing: Comprehensive health, dental, and vision plans, along with wellness programs and resources.
Personal & Professional Development: Training and development opportunities, including access to online learning platforms and mentorship programs.
Unconditional Inclusion: A diverse and inclusive work environment that values individual uniqueness and fosters growth and innovation.

Working Hours: Full-time (40 hours per week) with flexible hours and remote work options available.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, focusing on edge-to-cloud solutions for enterprise customers.

Company Size: Large, global organization with a diverse range of products and services.

Founded: 1939 (as Hewlett-Packard Company; merged with Compaq in 2002 to form Hewlett-Packard Enterprise)

Team Structure:

Collaborative, cross-functional teams consisting of software engineers, project managers, and other specialists.
Flat hierarchy with a focus on agile methodologies and continuous improvement.

Development Methodology:

Agile/Scrum methodologies with sprint planning, code review, testing, and quality assurance practices.
CI/CD pipelines and automated deployment strategies for continuous integration and delivery.

Company Website: Hewlett Packard Enterprise

📝 Enhancement Note: HPE's culture emphasizes finding new and better ways to accelerate what's next, fostering innovation and growth. The company values varied backgrounds and encourages employees to stretch and grow their careers.

📈 Career & Growth Analysis

Web Technology Career Level: Experienced, senior-level role with significant technical responsibility and influence.

Reporting Structure: Reports directly to the manager of the Customer Escalation Engineering team, with a dotted line to the software engineering manager.

Technical Impact: Responsible for designing and implementing next-generation networking solutions, ensuring high-quality and reliable systems, and mentoring less-experienced team members.

Growth Opportunities:

Technical leadership roles, such as senior software engineer or architecture lead.
Management roles, such as team lead or engineering manager.
Specialization in emerging technologies, such as 5G networks, IoT, or edge computing.

📝 Enhancement Note: HPE offers extensive career development opportunities, with a focus on continuous learning and growth. Employees can expect to progress through various technical and leadership roles as they advance their careers.

🌐 Work Environment

Office Type: Modern, collaborative office spaces with state-of-the-art technology and amenities.

Office Location(s): Aguadilla, Puerto Rico, with additional offices in San Juan, Puerto Rico.

Workspace Context:

Collaborative workspaces with multiple monitors, testing devices, and development tools available.
Cross-functional team interaction and knowledge sharing opportunities.
Flexible work arrangements, including remote work options and flexible hours.

Work Schedule: Full-time (40 hours per week) with flexible hours and remote work options available.

📝 Enhancement Note: HPE's work environment encourages collaboration, innovation, and work-life balance. Employees can expect a supportive and inclusive atmosphere that values their contributions and helps them grow both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of your networking knowledge, troubleshooting skills, and problem-solving abilities.
On-site Interview: A face-to-face interview with the hiring manager and other team members to discuss your experience, career goals, and cultural fit.
Final Decision: A decision will be made based on your interview performance, technical assessment results, and cultural fit.

Portfolio Review Tips:

Highlight your experience in network device management, deployment, and troubleshooting.
Include case studies demonstrating your problem-solving skills and the impact you've made on projects.
Showcase your technical documentation, including network architecture, design, and troubleshooting approaches.

Technical Challenge Preparation:

Brush up on your networking fundamentals, including routing, switching, and firewall devices.
Familiarize yourself with network troubleshooting techniques and tools.
Practice explaining complex networking concepts in a clear and concise manner.

ATS Keywords: Networking, Network Device Management, Network Deployment, Network Troubleshooting, Firewalls, Routing, Switching, Software Development, Problem Solving, Debugging, Agile Methodologies, Scrum, Project Management, Mentoring, Leadership.

📝 Enhancement Note: To optimize your resume for this role, focus on relevant networking keywords and highlight your experience in network device management, deployment, and troubleshooting. Include any relevant certifications or training in your resume to demonstrate your expertise in the field.

🛠 Technology Stack & Web Infrastructure

Networking Technologies:

Routing protocols (BGP, OSPF, EIGRP, etc.)
Switching technologies (Layer 2, Layer 3, etc.)
Firewall and security technologies (Next-Gen Firewalls, Intrusion Prevention Systems, etc.)
Network management tools (SNMP, NetFlow, etc.)

Software Development Tools:

Version control systems (Git, SVN, etc.)
Integrated development environments (Eclipse, IntelliJ IDEA, etc.)
Testing frameworks (JUnit, PyTest, etc.)
CI/CD pipelines (Jenkins, GitLab CI/CD, etc.)

Infrastructure Tools:

Containerization and orchestration tools (Docker, Kubernetes, etc.)
Cloud platforms (AWS, Azure, Google Cloud, etc.)
Server management tools (Ansible, Puppet, Chef, etc.)

📝 Enhancement Note: Familiarize yourself with the latest networking technologies, software development tools, and infrastructure tools relevant to the role. Highlight your experience with these technologies in your resume and portfolio.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach, focusing on delivering high-quality and reliable solutions.
Collaborative and inclusive team culture, valuing diverse perspectives and fostering innovation.
Continuous learning and improvement, with a focus on staying up-to-date with emerging technologies.
Strong commitment to quality, with a focus on testing, debugging, and optimization.

Collaboration Style:

Cross-functional team collaboration with software engineers, project managers, and other specialists.
Agile methodologies with regular stand-ups, sprint planning, and retrospectives.
Knowledge sharing and mentoring opportunities, with a focus on supporting the growth and development of team members.

📝 Enhancement Note: HPE's team culture emphasizes collaboration, innovation, and continuous improvement. Employees can expect a supportive and inclusive atmosphere that values their contributions and helps them grow both personally and professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Designing and implementing next-generation networking solutions that are scalable, reliable, and secure.
Troubleshooting complex network issues and identifying root causes in large, distributed networks.
Keeping up with emerging technologies and industry trends in the rapidly evolving networking landscape.

Learning & Development Opportunities:

Specializing in emerging technologies, such as 5G networks, IoT, or edge computing.
Obtaining relevant certifications, such as Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA), or Certified Information Systems Security Professional (CISSP).
Attending industry conferences, webinars, and workshops to stay up-to-date with the latest networking trends and best practices.

📝 Enhancement Note: HPE offers extensive learning and development opportunities, with a focus on continuous learning and growth. Employees can expect to stay at the forefront of the industry and advance their careers through various technical and leadership roles.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Explain the difference between a hub, switch, and router. Describe the three-way handshake process in TCP/IP.
Network Troubleshooting: Walk through the process of troubleshooting a network connection issue, step by step. Describe the tools and techniques you would use to diagnose and resolve the problem.
Network Design: Explain the process of designing a network architecture for a large enterprise. Describe the factors you would consider, such as scalability, security, and reliability.

Company & Culture Questions:

Company Culture: How do you see HPE's company culture aligning with your personal values and work style?
Team Dynamics: Describe your experience working in a collaborative, cross-functional team environment. How have you contributed to team success in the past?
Career Growth: How do you see this role contributing to your long-term career goals? What steps do you plan to take to continue growing and developing your skills?

Portfolio Presentation Strategy:

Highlight your experience in network device management, deployment, and troubleshooting.
Include case studies demonstrating your problem-solving skills and the impact you've made on projects.
Showcase your technical documentation, including network architecture, design, and troubleshooting approaches.
Practice explaining complex networking concepts in a clear and concise manner, using real-world examples and analogies.

📝 Enhancement Note: To prepare for your interview, focus on understanding HPE's company culture, team dynamics, and career growth opportunities. Practice explaining complex networking concepts in a clear and concise manner, using real-world examples and analogies to demonstrate your expertise and communication skills.

📌 Application Steps

To apply for this Experienced Customer Escalation Engineer – Next-Gen Networking position:

Resume Optimization: Tailor your resume to highlight your experience in network device management, deployment, and troubleshooting. Include relevant keywords and certifications to demonstrate your expertise in the field.
Portfolio Preparation: Curate a portfolio showcasing your experience in network device management, deployment, and troubleshooting. Include case studies demonstrating your problem-solving skills and the impact you've made on projects.
Technical Interview Preparation: Brush up on your networking fundamentals, familiarize yourself with network troubleshooting techniques and tools, and practice explaining complex networking concepts in a clear and concise manner.
Company Research: Thoroughly research HPE's company culture, team dynamics, and career growth opportunities. Prepare thoughtful questions to ask during your interview to demonstrate your interest in the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Experienced Customer Escalation Engineer – Next-Gen Networking