Routing-Technical Support Engineer 4

📍 Job Overview

• Job Title: Routing-Technical Support Engineer 4
• Company: Hewlett Packard Enterprise
• Location: Heredia, Costa Rica
• Job Type: Hybrid (2 days per week from an HPE office)
• Category: Technical Support & Customer Service
• Date Posted: 2025-07-31
• Experience Level: 5-10 years
• Remote Status: On-site with hybrid option

🚀 Role Summary

• Lead a team of Technical Support Engineers delivering high-quality customer support for Juniper's security product range.
• Manage customer escalations, conduct customer operations reviews, and drive continuous improvement initiatives.
• Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.
• Collaborate with various stakeholders, including customers, partners, field teams, and internal teams.
• Hire, train, and retain technical talent in the team, aligning with Juniper's values and business objectives.

💻 Primary Responsibilities

• Team Management & Leadership:

  • Lead and manage a team of high-performance Technical Support Engineers.
  • Set team goals, conduct periodic performance management, and enable team members' career growth.
  • Foster an innovative, open, and high-performing culture within the team.

• Customer Support & Satisfaction:

  • Ensure customer satisfaction (CSAT) by delivering remarkable and differentiated customer support experiences.
  • Manage and prioritize customer impact, own, and effectively communicate among various stakeholders.
  • Prepare and conduct customer operations reviews with the Advanced Services team.

• Policy & Process Development:

  • Develop specific business strategies and plans to grow the business in advanced and professional services.
  • Develop technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.

• Cross-Functional Collaboration & Stakeholder Management:

  • Build lasting relationships with customers, partners, field teams, and other internal stakeholders.
  • Manage customer escalations and participate in customer meetings and reviews.

• Training & Development:

  • Conduct Juniper Technical Support process training and review sessions.
  • Set team goals aligned with company objectives and key results (OKR).

🎓 Skills & Qualifications

Education:

• Bachelor's degree in engineering or equivalent. Master's degree is a plus.

Experience:

• Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role.
• Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments.
• In-depth knowledge of Juniper Networks or similar network company and system products.

Required Skills:

• Excellent communication skills, with clear and crisp communication (email and verbal) and the ability to adapt communication based on the audience.
• Ownership and problem-solving mindset.
• Ability to work with different stakeholders for outcomes.
• Obsess about quality and strive for delivering quality output in every interaction.
• Ability to work with different stakeholders for outcomes.
• Analytic experience in using data/trends to make proactive decisions and drive operational efficiency.
• Ability to set team goals aligned with company objectives and key results (OKR), periodic performance management, and enable team members with career growth plans and development.

Preferred Skills:

• Juniper products knowledge and Junos experience/certifications would be an added advantage.

📊 Web Portfolio & Project Requirements

• Not applicable for this role.

💵 Compensation & Benefits

Salary Range: $70,000 - $90,000 USD per year (based on regional market research and web technology industry standards for similar roles)

Benefits:

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Specific programs catered to helping you reach career goals, whether in your current field or applying your skills to another division.
• Unconditional Inclusion: Foster an inclusive environment where varied backgrounds are valued, and everyone has the flexibility to manage their work and personal needs.

Working Hours:

• Full-time position with a hybrid work arrangement (2 days per week from an HPE office).

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology

Company Size: Large (10,000+ employees)

Founded: 1939

Team Structure:

• Lead a team of Technical Support Engineers delivering high-quality customer support for Juniper's security product range.
• Collaborate with various stakeholders, including customers, partners, field teams, and internal teams.

Development Methodology:

• Focus on customer satisfaction (CSAT) and delivering remarkable and differentiated customer support experiences.
• Manage and prioritize customer impact, own, and effectively communicate among various stakeholders.
• Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.

Company Website: Hewlett Packard Enterprise

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer

Reporting Structure: Manage a team of Technical Support Engineers and collaborate with various stakeholders.

Technical Impact: Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.

Growth Opportunities:

• Grow the business in advanced and professional services by exploring opportunities and developing specific business strategies and plans.
• Develop technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.
• Build lasting relationships with customers, partners, field teams, and other internal stakeholders.

🌐 Work Environment

Office Type: Hybrid (2 days per week from an HPE office)

Office Location(s): Heredia, Costa Rica

Workspace Context:

• Collaborate with various stakeholders, including customers, partners, field teams, and internal teams.
• Manage and prioritize customer impact, own, and effectively communicate among various stakeholders.
• Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.

Work Schedule:

• Full-time position with a hybrid work arrangement (2 days per week from an HPE office).

📄 Application & Technical Interview Process

Interview Process:

1. Technical assessment of Juniper products knowledge and Junos experience.
2. Customer service and communication skills evaluation.
3. Leadership and team management skills assessment.
4. Final evaluation criteria and technical impact discussion.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Brush up on Juniper products knowledge and Junos experience.
• Prepare for customer service and communication skills evaluation.
• Review leadership and team management skills.

ATS Keywords:

• Technical Support, Customer Service, Leadership, Problem Solving, Communication, Data Analysis, Team Management, Cloud Services, Incident Resolution, Performance Management, Capacity Management, Customer Advocacy, Quality Improvement, Diversity, Innovation, Juniper, Junos

🛠 Technology Stack & Web Infrastructure

Technical Stack:

• Juniper Networks and Junos experience preferred.
• Familiarity with cloud services and incident resolution tools.

Web Infrastructure:

• Not applicable for this role.

👥 Team Culture & Values

Web Development Values:

• Customer advocacy and focus on customer satisfaction.
• Quality-driven approach to technical support and service delivery.
• Continuous improvement and innovation in technical support processes.
• Collaboration and cross-functional teamwork with various stakeholders.

Collaboration Style:

• Cross-functional integration between technical support, customer success, and other internal teams.
• Clear and crisp communication (email and verbal) tailored to the audience.
• Adaptability and flexibility in managing customer impact and prioritization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Manage and prioritize customer impact, own, and effectively communicate among various stakeholders.
• Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.
• Grow the business in advanced and professional services by exploring opportunities and developing specific business strategies and plans.

Learning & Development Opportunities:

• Gain experience in managing a team of Technical Support Engineers and driving customer satisfaction.
• Develop and implement technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.
• Build lasting relationships with customers, partners, field teams, and other internal stakeholders.

💡 Interview Preparation

Technical Questions:

1. Juniper products knowledge and Junos experience assessment.
2. Customer service and communication skills evaluation.
3. Leadership and team management skills assessment.
4. Final evaluation criteria and technical impact discussion.

Company & Culture Questions:

• Inquire about HPE's commitment to customer satisfaction and technical support quality.
• Ask about the team's approach to continuous improvement and innovation in technical support processes.
• Explore opportunities for professional growth and development within the team.

Portfolio Presentation Strategy: Not applicable for this role.

📌 Application Steps

To apply for this Technical Support Engineer 4 position:

1. Submit your application through the provided link.
2. Prepare for the technical assessment of Juniper products knowledge and Junos experience.
3. Brush up on customer service and communication skills.
4. Review leadership and team management skills.
5. Research HPE's commitment to customer satisfaction and technical support quality.

⚠️ 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.