Routing-Technical Support Engineer 4 at Hewlett Packard Enterprise

📍 Job Overview

Job Title: Routing-Technical Support Engineer 4
Company: Hewlett Packard Enterprise
Location: Heredia, Costa Rica
Job Type: Hybrid (2 days per week in the office)
Category: Technical Support & Customer Service
Date Posted: 2025-07-31
Experience Level: 5-10 years

🚀 Role Summary

Lead a team of Technical Support Engineers to deliver exceptional customer support for Juniper's security product range.
Ensure service level agreements are met and drive continuous improvement.
Collaborate with various stakeholders, including customers, partners, and internal teams.
Develop and implement technical support policies and procedures.
Manage customer escalations and participate in customer meetings and reviews.
Contribute to business growth strategies and advanced services opportunities.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead and mentor a team of Technical Support Engineers.
- Set team goals, manage performance, and enable career growth.
- Hire, train, and retain high-performing technical talent.
Customer Support & Service Delivery:
- Ensure high-quality customer support and achieve high customer satisfaction (CSAT).
- Manage and prioritize customer impact, own, and communicate issues effectively.
- Conduct customer operations reviews and manage metrics, including customer satisfaction scores, SLAs, response times, and backlog management.
Business Strategy & Improvement:
- Develop specific business strategies and plans for advanced and professional services.
- Identify opportunities to grow the business and improve customer satisfaction.
- Develop and implement technical support policies and procedures.
Stakeholder Management & Relationship Building:
- Build lasting relationships with customers, partners, field teams, and internal stakeholders.
- Manage customer escalations and participate in customer meetings and reviews.
Training & Development:
- Conduct Juniper Technical Support process training and review sessions.
- Create an innovative, open, and high-performing culture in the team.

🎓 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, both written and verbal.
Problem-solving mindset and ownership.
Ability to work with different stakeholders for outcomes.
Obsession about quality and delivering excellence.
Analytic experience in using data/trends to make proactive decisions and drive operational efficiency.
Ability to work in a highly dynamic and technical environment.

Preferred Skills:

Juniper products knowledge and Junos experience/certifications.
Some travel required (up to 30% of the time).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Demonstrate experience in managing and leading high-performance technical support teams.
- Showcase successful customer support strategies and improvement initiatives.
- Highlight metrics-driven approach to customer support and operational efficiency.
Technical Documentation:
- Provide examples of technical support policies and procedures developed.
- Showcase customer support process training materials and review sessions conducted.
- Demonstrate understanding of Juniper's security product range and relevant technologies.

💵 Compensation & Benefits

Salary Range:

The salary range for this role in Heredia, Costa Rica, is approximately ₡7,000,000 - ₡9,000,000 per year (USD 11,000 - USD 14,000 per year), based on regional market standards and experience level.

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 and invest in your growth.
Unconditional Inclusion: Foster an innovative, open, and high-performing culture that celebrates individual uniqueness.

Working Hours:

Full-time position with a hybrid work arrangement (2 days per week in the office).
Some travel required (up to 30% of the time).

🎯 Team & Company Context

Company Culture:

Industry: Technology
Company Size: Large (10,000+ employees)
Founded: 1939
Team Structure:
- Lead a team of Technical Support Engineers.
- Collaborate with various stakeholders, including customers, partners, field teams, and internal teams.
Development Methodology:
- Agile methodologies for project management and continuous improvement.
- Data-driven approach to decision-making and operational efficiency.

Company Website: https://www.hpe.com/

📝 Enhancement Note: HPE is an established technology company with a global presence, offering comprehensive benefits and opportunities for professional development. The role of Routing-Technical Support Engineer 4 is a leadership position that requires strong communication, problem-solving, and team management skills.

📈 Career & Growth Analysis

Web Technology Career Level:

Senior technical role with significant leadership responsibilities and strategic decision-making.

Reporting Structure:

Report directly to the manager of Technical Support or a similar role.

Technical Impact:

Lead a team of Technical Support Engineers, ensuring high-quality customer support and driving continuous improvement.
Contribute to business growth strategies and advanced services opportunities.

Growth Opportunities:

Career Progression: Transition to a senior management role, such as Technical Support Manager or Director of Technical Support.
Technical Specialization: Develop expertise in specific areas of Juniper's security product range or related technologies.
Leadership Development: Enhance team management, strategic planning, and stakeholder communication skills.

📝 Enhancement Note: The role of Routing-Technical Support Engineer 4 offers a unique opportunity to lead a team, drive customer satisfaction, and contribute to business growth. With strong performance, candidates can progress to senior management roles or develop expertise in specific technologies.

🌐 Work Environment

Office Type:

Hybrid work arrangement with an expectation to work on average 2 days per week from an HPE office.

Office Location(s):

Heredia, Costa Rica

Workspace Context:

Collaborative workspace with access to necessary tools, multiple monitors, and testing devices.
Cross-functional collaboration with designers, marketers, and other internal teams.

Work Schedule:

Full-time position with a hybrid work arrangement (2 days per week in the office).
Some travel required (up to 30% of the time).

📝 Enhancement Note: HPE offers a flexible hybrid work arrangement, allowing employees to balance their work and personal needs. The role of Routing-Technical Support Engineer 4 requires some travel to manage customer relationships and participate in meetings.

📄 Application & Technical Interview Process

Interview Process:

Process Step 1: Technical assessment focusing on problem-solving, communication, and data-driven decision-making skills.
Process Step 2: Customer support scenario-based interview to evaluate leadership, team management, and stakeholder communication skills.
Process Step 3: Final evaluation, including a case study presentation and strategic planning discussion.

Portfolio Review Tips:

Highlight successful customer support strategies, improvement initiatives, and metrics-driven approach.
Showcase technical support policies and procedures developed.
Demonstrate understanding of Juniper's security product range and relevant technologies.

Technical Challenge Preparation:

Brush up on Juniper's security product range and relevant technologies.
Prepare for problem-solving scenarios and data-driven decision-making exercises.
Practice communicating complex technical concepts clearly and effectively.

📝 Enhancement Note: The interview process for the role of Routing-Technical Support Engineer 4 focuses on leadership, problem-solving, and data-driven decision-making skills. Candidates should be prepared to discuss their experience in managing technical support teams and driving customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Not applicable (customer-facing role)

Backend & Server Technologies:

Juniper Networks products and systems
Relevant server platforms and infrastructure tools

Development & DevOps Tools:

Agile project management tools (e.g., Jira, Asana)
Customer relationship management (CRM) software (e.g., Salesforce, Zendesk)
Collaboration and communication tools (e.g., Microsoft Teams, Slack)

📝 Enhancement Note: The role of Routing-Technical Support Engineer 4 is focused on customer support and management, with a strong emphasis on leadership, problem-solving, and data-driven decision-making. Familiarity with Juniper's security product range and relevant technologies is essential.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach
Continuous improvement and innovation
Data-driven decision-making
Strong communication and collaboration
Leadership and mentorship

Collaboration Style:

Cross-functional collaboration with designers, marketers, and other internal teams.
Agile methodologies for project management and continuous improvement.
Data-driven approach to decision-making and operational efficiency.

📝 Enhancement Note: HPE fosters a customer-centric culture with a strong emphasis on continuous improvement, innovation, and data-driven decision-making. The role of Routing-Technical Support Engineer 4 requires exceptional communication, collaboration, and leadership skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing customer expectations and ensuring high-quality support in a dynamic and fast-paced environment.
Staying up-to-date with the latest Juniper products, technologies, and best practices.
Developing and implementing technical support policies and procedures that drive customer satisfaction and operational efficiency.

Learning & Development Opportunities:

Expanding knowledge of Juniper's security product range and related technologies.
Enhancing leadership, team management, and strategic planning skills.
Gaining experience in advanced services and professional services opportunities.

📝 Enhancement Note: The role of Routing-Technical Support Engineer 4 presents unique challenges and growth opportunities, requiring strong leadership, problem-solving, and data-driven decision-making skills. Candidates should be prepared to adapt to a dynamic and fast-paced environment and continuously expand their knowledge and skills.

💡 Interview Preparation

Technical Questions:

Technical Question 1: Describe a complex customer support issue you've faced and how you resolved it, highlighting your problem-solving skills and data-driven approach.
Technical Question 2: How have you managed and motivated a team of technical support engineers to achieve high customer satisfaction and operational efficiency?
Technical Question 3: Explain your experience with Juniper's security product range and relevant technologies, and how you've applied this knowledge to drive customer satisfaction.

Company & Culture Questions:

Technical Question 4: How do you ensure that your team maintains a customer-centric approach and continuously improves the quality of support services?
Technical Question 5: Describe your experience with Agile methodologies and how you've applied them to drive continuous improvement and operational efficiency.
Technical Question 6: How have you managed and built lasting relationships with customers, partners, and internal stakeholders in a technical support role?

Portfolio Presentation Strategy:

Highlight successful customer support strategies, improvement initiatives, and metrics-driven approach.
Showcase technical support policies and procedures developed.
Demonstrate understanding of Juniper's security product range and relevant technologies.

📌 Application Steps

To apply for this Routing-Technical Support Engineer 4 position:

Submit your application through the application link.
Tailor your resume to highlight your leadership, problem-solving, and data-driven decision-making skills, as well as your experience with Juniper's security product range and relevant technologies.
Prepare a portfolio showcasing successful customer support strategies, improvement initiatives, and metrics-driven approach.
Research HPE's company culture, values, and commitment to continuous improvement and innovation.

📝 Enhancement Note: The role of Routing-Technical Support Engineer 4 requires strong leadership, problem-solving, and data-driven decision-making skills. By following these application steps and demonstrating your expertise in these areas, you'll increase your chances of success in the interview process and securing the position.

Routing-Technical Support Engineer 4