📍 Job Overview

• Job Title: Technical Support Engineer 2
• Company: Hewlett Packard Enterprise
• Location: Heredia, Costa Rica
• Job Type: Hybrid (2 days per week on-site)
• Category: Technical Support
• Date Posted: 2025-07-31
• Experience Level: 0-2 years
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Key Responsibilities: Solve technical issues across a broad range of technologies, providing Cloud Services solutions for customers.
• Key Skills: Technical Support, Customer Satisfaction, Problem Resolution, Network Infrastructure, IP Packet Flow, OSI Layers, IP Routing Protocols, Layer 2 Technologies, MPLS, VPN, Traffic Engineering, Scripting, Communication Skills, Troubleshooting, Team Player, Flexibility.

📝 Enhancement Note: This role requires a strong customer focus and the ability to work effectively in a dynamic, high-pressure environment. The ideal candidate will have a solid understanding of various networking technologies and protocols, as well as excellent communication and troubleshooting skills.

💻 Primary Responsibilities

• Incident & Problem Resolution: Quickly determine problems and deliver a remarkable customer experience by taking ownership for problem resolution, reproduction, and escalation.
• Customer Advocacy: Understand the customer's environment and impact on their business, and act as their advocate for timely resolution of reported problems.
• Teamwork & Flexibility: Collaborate effectively with the team, and be flexible to work on weekends or holidays as required by business needs.
• Continuous Learning: Keep pace with newer technologies and continuously improve technical skills.

📝 Enhancement Note: This role involves end-to-end ownership of problem resolution, from deployment to end-of-life. The ideal candidate will be proactive, solution-oriented, and data-driven in their approach to identifying and correcting service degradation issues.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Electronics Engineering or Computer Science is preferred.

Experience: 1-3 years of experience supporting or implementing IP networks is required.

Required Skills:

• Support for Juniper's M/T/Mx/PTX/ACX series products.
• Excellent verbal and written communication, presentation, and customer handling skills.
• Ability to logically troubleshoot complex and high-impact problems.
• Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers.
• In-depth knowledge of the following:
  • IP Packet flow, OSI layers.
  • Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP).
  • IP routing protocols (BGP, OSPF, ISIS).
  • Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP).
  • MPLS, VPLS, L2 and L3 VPN.
  • MPLS Traffic Engineering, LDP, RSVP.

Preferred Skills:

• Multicast technologies NG-MVPN, PIM.
• Perl/Unix/Expect scripting would be considered an added advantage.

Preferred Certifications:

• CCNA/CCNP/CCIE, JNCIA, JNCIS-M, JNCIP-M, JNCIE-M, CCIE-SP.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate a strong understanding of Juniper's M/T/Mx/PTX/ACX series products and relevant networking technologies.
• Showcase problem-solving skills and the ability to reproduce and escalate complex problems.
• Highlight effective communication skills and the ability to work effectively with customers and team members.

Technical Documentation:

• Provide detailed documentation of network infrastructure, including topology, protocols, and configuration details.
• Include troubleshooting steps, workarounds, and resolution notes for complex problems.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Heredia, Costa Rica is approximately ₡7,500,000 - ₡9,500,000 (CRC) per year, depending on experience and qualifications. This estimate is based on regional market research and industry standards for technical support roles in Costa Rica.

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: A culture that values varied backgrounds, offers flexibility to manage work and personal needs, and makes bold moves together as a force for good.

Working Hours: Full-time position with standard working hours, including flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate and should be verified directly with the hiring organization. Benefits may vary based on the employee's location and the company's benefits policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Hewlett Packard Enterprise is a global edge-to-cloud company advancing the way people live and work by helping companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud.

Company Size: Medium-sized company with a global presence and a diverse range of products and services.

Founded: 1939 (as Hewlett-Packard), with the current iteration of Hewlett Packard Enterprise founded in 2015.

Team Structure:

• The Technical Support team works closely with various internal teams, including Engineering, Product Management, and Sales.
• The team is structured to provide 24/7 coverage, with on-call rotations and shift-based scheduling.
• Team members may work on-site, remotely, or in a hybrid arrangement, depending on the role and business needs.

Development Methodology:

• The team follows established clusters of activities that produce a defined outcome, focusing on end-to-end ownership and communication.
• Agile methodologies are used to manage workloads and prioritize tasks.
• The team uses various tools and platforms to track progress, collaborate, and communicate, including ticketing systems, project management software, and communication platforms.

Company Website: Hewlett Packard Enterprise

📝 Enhancement Note: Hewlett Packard Enterprise has a strong focus on customer satisfaction, innovation, and continuous improvement. The company values varied backgrounds, encourages collaboration and knowledge sharing, and offers opportunities for professional development and growth.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in the technical support career path, focusing on incident and problem resolution and customer satisfaction.

Reporting Structure: The Technical Support Engineer 2 reports directly to the Technical Support Manager or Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction, service availability, and the overall performance of Cloud Services. The Technical Support Engineer 2 is responsible for monitoring, managing, and administering the health, capacity, and performance of Cloud Services.

Growth Opportunities:

• Technical Specialization: Develop expertise in specific technologies, such as Juniper products, and pursue relevant certifications to advance your career.
• Team Leadership: Demonstrate strong leadership skills and take on mentoring responsibilities within the team, eventually progressing to a Team Lead or Manager role.
• Architecture & Design: Expand your skill set to include architecture and design principles, and contribute to the development of new services and features.

📝 Enhancement Note: Growth opportunities in this role are tied to technical expertise, leadership skills, and a deep understanding of the company's products and services. The company offers various training and development programs to support career progression.

🌐 Work Environment

Office Type: Hybrid work environment with an expectation to work on average 2 days per week from an HPE office.

Office Location(s): Heredia, Costa Rica.

Workspace Context:

• The workspace is designed to be collaborative, with multiple monitors and testing devices available to support technical troubleshooting and problem resolution.
• The team works closely together, with regular knowledge sharing and technical mentoring sessions.
• The workspace is equipped with modern tools and technologies to support remote work and collaboration.

Work Schedule: Standard working hours with flexibility for deployment windows, maintenance, and project deadlines. The team may work on weekends or holidays as required by business needs.

📝 Enhancement Note: The hybrid work environment at HPE offers the best of both on-site and remote work, allowing team members to balance their work and personal needs while maintaining a strong connection to the team and the company's culture.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills and technical knowledge.
2. Technical Assessment: A hands-on technical assessment focused on problem-solving, troubleshooting, and customer handling skills.
3. Behavioral Interview: An in-depth discussion of the candidate's problem-solving approach, customer focus, and teamwork skills.
4. Final Evaluation: A review of the candidate's overall fit for the role, including technical skills, cultural alignment, and career aspirations.

Portfolio Review Tips:

• Highlight specific problem-solving examples that demonstrate your ability to reproduce and escalate complex problems.
• Showcase your understanding of Juniper's M/T/Mx/PTX/ACX series products and relevant networking technologies.
• Include customer testimonials or case studies that demonstrate your ability to deliver a remarkable customer experience.

Technical Challenge Preparation:

• Brush up on your knowledge of IP packet flow, OSI layers, IP routing protocols, and other relevant networking technologies.
• Practice troubleshooting complex problems and reproducing issues in a controlled environment.
• Prepare for customer-focused scenarios and develop your communication skills to effectively handle challenging situations.

ATS Keywords: [A comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: The interview process at HPE is designed to assess the candidate's technical skills, problem-solving approach, and cultural fit. The company values varied backgrounds and encourages collaboration and knowledge sharing throughout the organization.

📌 Application Steps

To apply for this Technical Support Engineer 2 position at Hewlett Packard Enterprise:

1. Submit your application through the application link provided.
2. Customize your resume to highlight your technical support experience, networking technologies, and problem-solving skills.
3. Prepare a portfolio that demonstrates your ability to reproduce and escalate complex problems, showcasing your understanding of Juniper's M/T/Mx/PTX/ACX series products and relevant networking technologies.
4. Research the company's products, services, and culture to ensure a strong fit for your career goals and personal values.
5. Prepare for the interview process by brushing up on your technical skills, practicing customer-focused scenarios, and developing your communication skills.

⚠️ 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.