📍 Job Overview

Job Title: Experienced Customer Escalation Engineer – Next-Gen Networking
Company: Hewlett Packard Enterprise
Location: Aguadilla, Puerto Rico, Puerto Rico & San Juan, Puerto Rico, Puerto Rico
Job Type: Full-Time, Hybrid (2 days per week in an HPE office)
Category: Engineering - Networking & Infrastructure
Date Posted: 2025-06-26
Experience Level: Mid-Senior Level (5-10 years of experience)

🚀 Role Summary

Design, develop, and maintain next-generation networking solutions for HPE's global customer base.
Collaborate with cross-functional teams to troubleshoot complex network issues and ensure high-quality customer experiences.
Leverage your expertise in network device management, routing, switching, and firewall devices to drive customer success.
Contribute to HPE's mission of advancing the way people live and work through innovative edge-to-cloud solutions.

📝 Enhancement Note: This role offers a unique blend of technical depth and customer-facing responsibilities, making it an excellent fit for experienced networking professionals seeking to expand their skills and make a significant impact on HPE's customer success.

💻 Primary Responsibilities

Network Design & Architecture: Design and implement network solutions that meet customer requirements and align with HPE's strategic objectives.
Troubleshooting & Resolution: Diagnose and resolve complex network issues, ensuring minimal downtime and optimal performance for HPE's customers.
Customer Interaction: Serve as the primary point of contact for escalated customer issues, maintaining strong relationships and ensuring customer satisfaction.
Project Management: Lead cross-functional teams to deliver network solutions and ensure project milestones are met.
Mentoring & Knowledge Sharing: Provide guidance and mentoring to junior team members, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: This role requires a strong balance of technical expertise and customer-focused problem-solving skills. Successful candidates will be able to navigate complex network environments and build strong relationships with customers and internal stakeholders.

🎓 Skills & Qualifications

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

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

Required Skills:

Expertise in multiple software systems design tools and languages.
Strong analytical and problem-solving skills.
Experience in network device management and deployment (routing, switching, and firewall devices).
Knowledge of network troubleshooting (firewalls).
Excellent written and verbal communication skills; mastery in 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: Highlight your experience in network design, implementation, and troubleshooting through case studies and project descriptions.
Technical Documentation: Include detailed documentation of network architectures, troubleshooting processes, and resolution steps for complex network issues.
Customer Testimonials: Showcase customer testimonials or success stories that demonstrate your ability to drive customer satisfaction and resolve escalated issues.

📝 Enhancement Note: As this role focuses on customer escalation and resolution, your portfolio should emphasize your ability to navigate complex network environments and deliver exceptional customer experiences.

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 per year (Based on experience and location)

Benefits:

Health & Wellbeing: Comprehensive benefits package supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: Specific programs catered to helping you reach career goals, whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion: Flexible work arrangements, unconditional inclusion, and a force for good culture.

Working Hours: Full-time, with an average of 2 days per week in an HPE office.

📝 Enhancement Note: The salary range provided is based on market research for similar roles in Puerto Rico and HPE's compensation structure. Actual compensation may vary based on individual qualifications and experience.

🎯 Team & Company Context

Company Culture: HPE is a global edge-to-cloud company advancing the way people live and work. They help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud. HPE's culture thrives on finding new and better ways to accelerate what's next, with varied backgrounds valued and succeeding here. They have the flexibility to manage work and personal needs and are a force for good.

Team Structure:

The Customer Escalation Engineering team works closely with cross-functional teams, including network architects, project managers, and customer success managers.
The team is responsible for driving customer success through innovative network solutions and exceptional issue resolution.

Development Methodology:

Agile/Scrum methodologies and sprint planning for network projects.
Code review, testing, and quality assurance practices.
Deployment strategies, CI/CD pipelines, and server management.

📝 Enhancement Note: HPE's culture emphasizes innovation, collaboration, and customer success. As a Customer Escalation Engineer, you will play a critical role in driving customer satisfaction and contributing to HPE's mission.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior Level (5-10 years of experience) - Experienced professionals with a strong technical background and proven track record in network device management, routing, switching, and firewall devices.

Reporting Structure: Reports directly to the Networking Solutions Manager, collaborating with cross-functional teams and internal stakeholders.

Technical Impact: Significant influence on HPE's customer success, network architecture, and solution design. Contributes to HPE's mission of advancing the way people live and work through innovative edge-to-cloud solutions.

Growth Opportunities:

Technical Growth: Expand your expertise in next-generation networking, cloud architectures, and emerging technologies.
Leadership Development: Develop your leadership skills through mentoring, project management, and architecture decision-making.
Career Progression: Transition into senior technical roles, architecture leadership, or customer success management positions within HPE's networking organization.

📝 Enhancement Note: HPE offers numerous growth opportunities for experienced networking professionals seeking to advance their careers and make a significant impact on the company's mission.

🌐 Work Environment

Office Type: Hybrid, with an average of 2 days per week in an HPE office.

Office Location(s): Aguadilla, Puerto Rico, Puerto Rico & San Juan, Puerto Rico, Puerto Rico

Workspace Context:

Collaborative workspaces with multiple monitors and testing devices available.
Cross-functional team interaction and knowledge sharing opportunities.
Flexible work arrangements to balance work and personal needs.

Work Schedule: Full-time, with an average of 2 days per week in an HPE office, and flexible scheduling for deployment windows and maintenance.

📝 Enhancement Note: HPE's hybrid work environment fosters collaboration and flexibility, allowing employees to balance their work and personal lives while maintaining a strong connection to the company's mission and culture.

📄 Application & Technical Interview Process

Interview Process:

Technical Phone Screen: Assess your networking knowledge, problem-solving skills, and communication abilities.
On-site Technical Assessment: Demonstrate your network design, troubleshooting, and resolution skills through hands-on exercises and case studies.
Behavioral Interview: Discuss your customer-focused approach, problem-solving skills, and cultural fit with HPE.
Final Evaluation: Present your final portfolio and discuss your career goals and aspirations with HPE's hiring manager.

Portfolio Review Tips:

Highlight your experience in network design, implementation, and troubleshooting through case studies and project descriptions.
Include detailed documentation of network architectures, troubleshooting processes, and resolution steps for complex network issues.
Showcase customer testimonials or success stories that demonstrate your ability to drive customer satisfaction and resolve escalated issues.

Technical Challenge Preparation:

Brush up on your networking fundamentals, focusing on network device management, routing, switching, and firewall devices.
Prepare for hands-on exercises and case studies that assess your network design, troubleshooting, and resolution skills.
Practice explaining technical concepts clearly and concisely to demonstrate your communication abilities.

ATS Keywords: Networking, Network Device Management, Routing, Switching, Firewall Devices, Troubleshooting, Customer Success, Agile, Scrum, Project Management, Collaboration, Hybrid Work Environment, Cloud Architectures, DevOps, Microservices, Full Stack Development, Security-First Mindset, Solutions Design, Testing & Automation, User Experience (UX).

📝 Enhancement Note: HPE's interview process focuses on assessing your technical expertise, problem-solving skills, and cultural fit. By preparing thoroughly and demonstrating your unique strengths, you can make a strong impression and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Networking Technologies:

Cisco, Juniper, Arista, and other leading network device vendors.
Routing protocols (BGP, OSPF, EIGRP, etc.).
Switching technologies (Layer 2, Layer 3, VLANs, etc.).
Firewall and security technologies (Next-Gen Firewalls, Intrusion Prevention Systems, etc.).

Cloud Architectures:

AWS, Azure, and Google Cloud Platform.
Multi-cloud and hybrid cloud environments.

Development & DevOps Tools:

Git, Jenkins, and other version control and CI/CD tools.
Infrastructure as Code (IaC) tools (Terraform, CloudFormation, etc.).
Containerization and orchestration tools (Docker, Kubernetes, etc.).

📝 Enhancement Note: HPE's technology stack is diverse and cutting-edge, offering experienced networking professionals the opportunity to work with leading-edge technologies and drive innovation in the industry.

👥 Team Culture & Values

HPE's Core Values:

Invent: Be bold. Take risks. Learn from failure.
Learn: Embrace a growth mindset. Seek new experiences.
Connect: Build relationships. Work together to multiply our impact.
Act: Take on challenges. Deliver with excellence.
Lead: Inspire confidence. Guide others to excellence.

Collaboration Style:

Cross-functional team integration between networking, architecture, project management, and customer success teams.
Code review culture and peer programming practices.
Knowledge sharing, technical mentoring, and continuous learning.

📝 Enhancement Note: HPE's culture emphasizes innovation, collaboration, and continuous learning. As a Customer Escalation Engineer, you will be encouraged to take on challenges, learn from failure, and drive excellence in your role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Network Complexity: Design, implement, and maintain complex network solutions that meet customer requirements and align with HPE's strategic objectives.
Troubleshooting & Resolution: Diagnose and resolve complex network issues, ensuring minimal downtime and optimal performance for HPE's customers.
Emerging Technologies: Stay current with the latest networking trends, cloud architectures, and emerging technologies to drive innovation and customer success.

Learning & Development Opportunities:

Technical Growth: Expand your expertise in next-generation networking, cloud architectures, and emerging technologies through training, certifications, and hands-on projects.
Leadership Development: Develop your leadership skills through mentoring, project management, and architecture decision-making opportunities.
Career Progression: Transition into senior technical roles, architecture leadership, or customer success management positions within HPE's networking organization.

📝 Enhancement Note: HPE offers numerous challenges and growth opportunities for experienced networking professionals seeking to advance their careers and make a significant impact on the company's mission.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Demonstrate your understanding of network device management, routing, switching, and firewall devices.
Troubleshooting & Resolution: Explain your approach to diagnosing and resolving complex network issues, ensuring minimal downtime and optimal performance.
Customer Success: Describe your experience in driving customer satisfaction and resolving escalated issues.

Company & Culture Questions:

HPE's Mission: Explain how your role as a Customer Escalation Engineer contributes to HPE's mission of advancing the way people live and work through innovative edge-to-cloud solutions.
HPE's Values: Discuss how HPE's core values (Invent, Learn, Connect, Act, Lead) resonate with your personal values and how you embody them in your work.
HPE's Culture: Describe what aspects of HPE's culture appeal to you and how you plan to contribute to the company's success.

Portfolio Presentation Strategy:

Networking Projects: Highlight your experience in network design, implementation, and troubleshooting through case studies and project descriptions.
Customer Success Stories: Showcase customer testimonials or success stories that demonstrate your ability to drive customer satisfaction and resolve escalated issues.
Technical Documentation: Include detailed documentation of network architectures, troubleshooting processes, and resolution steps for complex network issues.

📝 Enhancement Note: By preparing thoroughly and demonstrating your unique strengths, you can make a strong impression and increase your chances of success in HPE's interview process.

📌 Application Steps

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

Update Your Resume: Highlight your experience in network device management, routing, switching, and firewall devices, as well as your problem-solving skills and customer-focused approach.
Tailor Your Cover Letter: Explain your interest in HPE's mission and how your skills and experience make you a strong fit for the Customer Escalation Engineer role.
Prepare Your Portfolio: Include case studies, project descriptions, and customer testimonials that demonstrate your ability to drive customer satisfaction and resolve escalated issues.
Practice Technical Interview Questions: Brush up on your networking fundamentals, focusing on network device management, routing, switching, and firewall devices. Practice explaining technical concepts clearly and concisely to demonstrate your communication abilities.
Research HPE: Familiarize yourself with HPE's mission, values, and culture to ensure a strong fit and demonstrate your enthusiasm for the role.

📝 Enhancement Note: By following these application steps and demonstrating your unique strengths, you can make a strong impression and increase your chances of success in HPE's interview process.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to networking, focusing on network device management, routing, switching, and firewall devices.
Include web technology methodologies, responsive design principles, and server management practices relevant to networking roles.
Emphasize network portfolio requirements, live project demonstrations, and user experience considerations.
Address networking team dynamics, cross-functional collaboration with designers and marketers, and customer-focused problem-solving.
Highlight networking career progression, emerging technology adoption, and technical specialization.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical responsibilities, with specific reasoning based on role level and networking industry practices.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute networking and server administration-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and networking specialization.

Industry Expertise:

Include specific networking technologies, server platforms, and infrastructure tools relevant to the role.
Address networking career progression paths and technical leadership opportunities in networking teams.
Provide tactical advice for networking portfolio development, live demonstrations, and project case studies.
Include networking-specific interview preparation and coding challenge guidance.
Emphasize network architecture, performance optimization, accessibility standards, and user experience principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use networking and server administration industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to networking professionals.
Provide actionable insights that give networking candidates a competitive advantage.
Focus on networking team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize networking best practices, network device management, and performance optimization.
Include specific portfolio requirements tailored to the networking discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles relevant to networking projects.
Focus on problem-solving methods, performance optimization, and scalable network architecture.
Include technical presentation skills and stakeholder communication for networking projects.

Avoid:

Generic business jargon not relevant to networking or server administration roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific networking role.
Marketing language unrelated to networking, server administration, or user experience.

Generate comprehensive, networking-focused content that serves as a valuable resource for networking professionals seeking their next opportunity and preparing for technical interviews in the networking industry.

Experienced Customer Escalation Engineer – Next-Gen Networking