📍 Job Overview

• Job Title: Switching-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: Mid-Senior level

🚀 Role Summary

• Lead a team of Technical Support Engineers to deliver high-quality customer support for Juniper Networks products.
• Manage and resolve customer incidents, ensuring service level agreements (SLAs) and customer satisfaction (CSAT) goals are met.
• Develop and implement technical support policies and procedures to improve customer satisfaction and service delivery.
• Collaborate with cross-functional teams, including Advanced Services, to ensure all customer issues are addressed in a timely and professional manner.
• Grow the business in the areas of advanced and professional services by exploring opportunities and developing specific business strategies and plans.

📝 Enhancement Note: This role requires a strong leadership background, with a focus on customer advocacy, team management, and continuous improvement. The ideal candidate will have a deep understanding of Juniper Networks products and a proven track record in delivering exceptional customer support.

💻 Primary Responsibilities

• Team Leadership & Management:

  • Hire, train, and retain high-performance Technical Support Engineers.
  • Set team goals, manage performance, and enable team members with career growth plans.
  • Conduct periodic performance management and create a high-performing, innovative culture.

• Customer Support & Incident Management:

  • Manage and lead a team of Technical Support Engineers delivering support to customers of Juniper's security product range.
  • Ensure customer satisfaction by delivering remarkable and differentiated support experiences.
  • Manage customer escalations, participate in customer meetings and reviews, and conduct customer operations reviews with the Advanced Services team.

• Policy Development & Continuous Improvement:

  • Develop technical support policies and procedures to ensure consistent service delivery and improve customer satisfaction.
  • Analyze data and trends to make proactive decisions and drive operational efficiency.
  • Set team goals aligned with company objectives and key results (OKRs), and drive continuous/quality improvement initiatives.

• Business Development & Strategy:

  • Develop specific business strategies and plans to grow the business in the areas of advanced and professional services.
  • Explore opportunities to grow the business and build lasting relationships with customers, partners, field teams, and internal stakeholders.

📝 Enhancement Note: This role requires a strong focus on customer advocacy, team management, and continuous improvement. The ideal candidate will have a deep understanding of Juniper Networks products and a proven track record in delivering exceptional customer support.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in engineering or equivalent. A 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.
• Obsession about quality, striving for delivering quality output in every interaction.
• Encourage diversity and innovation.
• Juniper products knowledge and Junos experience/certifications would be an added advantage.

Preferred Skills:

• Analytic experience in using data/trends to make proactive decisions and drive operational efficiency.
• Ability to work with different stakeholders for outcomes.
• Obsession about quality, striving for delivering quality output in every interaction.
• Encourage diversity and innovation.

📝 Enhancement Note: This role requires a strong leadership background, with a focus on customer advocacy, team management, and continuous improvement. The ideal candidate will have a deep understanding of Juniper Networks products and a proven track record in delivering exceptional customer support.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured resume highlighting relevant experience, skills, and achievements in technical support, customer service, and team management.
• A portfolio of successful customer support case studies, demonstrating problem-solving skills, customer advocacy, and process improvement initiatives.
• Examples of team management and leadership projects, showcasing the ability to hire, train, and retain high-performance technical support personnel.

Technical Documentation:

• A comprehensive understanding of Juniper Networks products, with a focus on security products and Junos experience.
• Familiarity with incident management processes, service level agreements (SLAs), and customer satisfaction (CSAT) metrics.
• Experience with data analysis and trend identification to drive proactive decisions and operational efficiency.

💵 Compensation & Benefits

Salary Range:

• The salary range for this role is estimated to be between $70,000 and $100,000 per year, based on regional market standards for mid-senior level technical support and customer service management roles in Costa Rica.

Benefits:

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Investment in career growth through specific programs and opportunities.
• Unconditional Inclusion: Focus on personal and professional growth, with flexibility to manage work and personal needs.

Working Hours:

• Full-time position with a hybrid work arrangement, working an average of 2 days per week from an HPE office.

🎯 Team & Company Context

Company Culture:

• Industry: Technology
• Company Size: Large (over 10,000 employees)
• Founded: 1939 (as Hewlett-Packard; merged with Compaq in 2002 to form Hewlett-Packard Enterprise)
• Team Structure:
  • Large, global team with a focus on customer advocacy, team management, and continuous improvement.
  • Collaborative work environment with cross-functional teams, including Advanced Services, field teams, and internal stakeholders.
• Development Methodology:
  • Agile methodologies for project management and continuous improvement.
  • Data-driven decision-making and process optimization.

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

📝 Enhancement Note: Hewlett Packard Enterprise is a large, global technology company with a strong focus on customer advocacy, team management, and continuous improvement. The ideal candidate for this role will thrive in a collaborative, data-driven environment and have a deep understanding of Juniper Networks products.

📈 Career & Growth Analysis

Web Technology Career Level:

• Mid-Senior level technical support and customer service management role, with a focus on team leadership, process improvement, and business development.

Reporting Structure:

• Reports directly to the manager of the Technical Support team, with a matrix-based management work environment.

Technical Impact:

• Responsible for managing and leading a team of Technical Support Engineers, ensuring high-quality customer support and satisfaction.
• Develops technical support policies and procedures to improve customer satisfaction and service delivery.
• Collaborates with cross-functional teams to ensure all customer issues are addressed in a timely and professional manner.

Growth Opportunities:

• Technical Growth: Expand knowledge of Juniper Networks products, security products, and Junos experience through hands-on experience and continuous learning.
• Leadership Development: Gain experience in team management, performance management, and business development to prepare for senior leadership roles.
• Architecture Decision-Making: Develop skills in strategic planning, process improvement, and business development to influence technical architecture decisions.

📝 Enhancement Note: This role offers significant growth opportunities in technical leadership, with a focus on team management, process improvement, and business development. The ideal candidate will have a strong leadership background and a deep understanding of Juniper Networks products.

🌐 Work Environment

Office Type:

• Hybrid work arrangement, working an average of 2 days per week from an HPE office in Heredia, Costa Rica.

Office Location(s):

• Heredia, Costa Rica

Workspace Context:

• Collaborative work environment with cross-functional teams, including Advanced Services, field teams, and internal stakeholders.
• Access to necessary tools, resources, and support for remote work, including video conferencing and project management software.
• Flexibility to manage work and personal needs, with a focus on work-life balance.

Work Schedule:

• Full-time position with a hybrid work arrangement, working an average of 2 days per week from an HPE office.
• Flexible working hours, with a focus on meeting customer needs and service level agreements (SLAs).

📝 Enhancement Note: Hewlett Packard Enterprise offers a flexible, collaborative work environment with a focus on work-life balance. The ideal candidate for this role will thrive in a dynamic, team-oriented environment and have strong communication and leadership skills.

📄 Application & Technical Interview Process

Interview Process:

• Process Step 1: Technical assessment of Juniper Networks products, security products, and Junos experience.
• Process Step 2: Customer service and incident management scenarios, with a focus on problem-solving and customer advocacy.
• Process Step 3: Team management and leadership scenarios, with a focus on performance management, business development, and strategic planning.
• Process Step 4: Final evaluation criteria, including cultural fit, technical impact, and long-term potential.

Portfolio Review Tips:

• Highlight successful customer support case studies, demonstrating problem-solving skills, customer advocacy, and process improvement initiatives.
• Showcase team management and leadership projects, with a focus on hiring, training, and retaining high-performance technical support personnel.
• Emphasize data-driven decision-making and process optimization, with a focus on driving operational efficiency and customer satisfaction.

Technical Challenge Preparation:

• Brush up on Juniper Networks products, security products, and Junos experience.
• Practice incident management processes, service level agreements (SLAs), and customer satisfaction (CSAT) metrics.
• Prepare for team management and leadership scenarios, with a focus on performance management, business development, and strategic planning.

ATS Keywords:

• Technical Support
• Customer Service
• Leadership
• Problem Solving
• Communication
• Data Analysis
• Team Management
• Cloud Services
• Incident Resolution
• Performance Management
• Capacity Management
• Service Delivery
• Customer Advocacy
• Training
• Innovation
• Quality Improvement
• Juniper Networks
• Security Products
• Junos Experience
• Agile Methodologies
• Business Development
• Strategic Planning
• Process Improvement

📝 Enhancement Note: The interview process for this role focuses on technical expertise in Juniper Networks products, customer service and incident management skills, and team management and leadership abilities. The ideal candidate will have a strong leadership background and a deep understanding of Juniper Networks products.

📌 Application Steps

To apply for this Switching-Technical Support Engineer 4 position at Hewlett Packard Enterprise:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight relevant experience, skills, and achievements in technical support, customer service, and team management.
3. Prepare a portfolio of successful customer support case studies, demonstrating problem-solving skills, customer advocacy, and process improvement initiatives.
4. Showcase team management and leadership projects, with a focus on hiring, training, and retaining high-performance technical support personnel.
5. Research Hewlett Packard Enterprise's technology stack, products, and services to ensure a strong understanding of the company and its offerings.
6. Prepare for technical assessments, customer service and incident management scenarios, team management and leadership scenarios, and final evaluation criteria.

⚠️ 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.