📍 Job Overview

Job Title: Technical Support Engineer 2
Company: Hewlett Packard Enterprise
Location: Heredia, Costa Rica
Job Type: Hybrid (2 days per week in the office)
Category: Technical Support, Networking, Security
Date Posted: 2025-07-31
Experience Level: Entry
Remote Status: On-site (with hybrid option)

🚀 Role Summary

The Technical Support Engineer 2 role is responsible for solving technical issues across a broad range of technologies, providing Cloud Services solutions for customers.
This role requires strong fundamental networking skills, in-depth knowledge of security and firewall technologies, and the ability to work in a highly dynamic TAC environment with a focus on customer satisfaction.
The ideal candidate will have a B.E. in Electronics Engineering or Computer Science, or 1-3 years of experience in supporting or implementing IP networks.

💻 Primary Responsibilities

Incident and Problem Resolution: Troubleshoot and resolve technical issues related to servers, storage, network, and SAN, providing Cloud Services solutions for customers.
Change, Performance, and Capacity Management: Monitor, manage, and administer the health, capacity, and performance of Cloud Services, ensuring end-to-end ownership and communication of solutions from deployment to end-of-life.
Customer Advocacy: Be a customer advocate for timely resolution of reported problems, understanding the environment/network and impact on business.
Team Collaboration: Work as a team member, providing information, analysis, and recommendations in support of team efforts, and be flexible to work on weekends/holidays as per business requirements.
Continuous Learning: Keep pace with newer technologies and be a fast learner in a highly dynamic TAC environment.

🎓 Skills & Qualifications

Education: A B.E. in Electronics Engineering or Computer Science, or equivalent experience in supporting or implementing IP networks.

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

Required Skills:

Strong fundamental networking skills, with thorough knowledge of TCP/IP Protocol suite, OSI layered architecture, and related troubleshooting techniques.
In-depth knowledge of Virtual Private Networks (VPNs) wrt. design, implementation scenarios, connectivity troubleshooting, and other algorithms such as DES, 3DES, MD5, SHA, PKI, etc.
Proven knowledge and practical application of security, firewalls, access and perimeter control, vulnerability management, and intrusion detection.
Proven experience with data networks, including physical layer infrastructure, servers, LAN/WAN hardware, software, data transmission facilities, and interconnecting devices.
Ability to understand and troubleshoot various network problems using utilities like lookup, traceroute, ping, net stat, and packet sniffers like wire shark, tcp dump, etc.
In-depth knowledge of IP routing protocols (OSPF, BGP, RIP), IPSEC VPN, and xDSL Technologies, multicast, L2 technology, and protocols like VLANs, VLAN Tagging (IEEE 802.1q), LACP, VLAN trunking, STP (IEEE 802.1D and other 802.1 implementations).

Preferred Skills:

Good working knowledge of application layer protocols and functions such as FTP, DNS, SNMP, HTTP/HTTPS, LDAP, Radius, user authentication mechanisms, SMTP, etc.
Demonstrated ability to provide third-tier and technical support for security-related products like commercial firewalls, IPS/IDS, unified threat management systems (UTMs) like URL filtering, AV, anti-spam.
Understanding, integration, and troubleshooting of various OSes like Windows, Unix, and MAC and their specific application technologies like NIS, NFS, Sun-RPC, MS-RPC, etc. in a security-enabled environment.

Preferred Certifications:

JNCIA-JUNOS, JNCIS-Security, JNCIA-FWV, JNCIS-FWV, CCNA, CCNP, or other relevant certifications.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Demonstrate strong fundamental networking skills and in-depth knowledge of security and firewall technologies through relevant projects and case studies.
- Showcase problem-solving skills and the ability to reproduce and escalate problems in a technical support environment.
- Highlight customer advocacy skills and the ability to understand the environment/network and impact on business through customer-focused projects.
Technical Documentation:
- Provide detailed documentation of troubleshooting techniques, solution-oriented approaches, and data-driven solutions for various network problems.
- Include information on monitoring, managing, and administering the health, capacity, and performance of Cloud Services, ensuring end-to-end ownership and communication of solutions from deployment to end-of-life.
- Demonstrate knowledge of change, performance, and capacity management processes and best practices.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Heredia, Costa Rica, is approximately ₡4,500,000 - ₡6,000,000 ($7,000 - $9,500 USD) per year, depending on experience and qualifications. This estimate is based on regional market research and industry standards for technical support roles in the technology sector.

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 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 and embraces individual uniqueness, with flexibility to manage work and personal needs, and a commitment to being a force for good.

Working Hours: 40 hours per week, with a hybrid work arrangement of 2 days per week in the office.

🎯 Team & Company Context

Company Culture: HPE is an unconditionally inclusive company that values varied backgrounds and succeeds in a dynamic work environment. They make bold moves together and are a force for good in the technology industry.

Team Structure:

The Technical Support Engineer 2 role is part of the L1 TAC (Technical Assistance Center) for Juniper's SRX Firewall customers.
This role works in a highly dynamic TAC environment with a focus on customer satisfaction and remarkable customer experience.

Development Methodology:

The team follows a customer-centric approach, focusing on incident and problem resolution, change, performance, and capacity management.
They use established clusters of activities that produce defined outcomes, ensuring end-to-end ownership and communication of solutions from deployment to end-of-life.

Company Website: HPE Careers

📝 Enhancement Note: HPE's Technical Support Engineer 2 role is designed to provide a remarkable customer experience in a highly dynamic TAC environment. The company culture embraces varied backgrounds and values individual uniqueness, fostering a dynamic and inclusive work environment.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in the technical support field, focusing on incident and problem resolution, change, performance, and capacity management for Cloud Services solutions.

Reporting Structure: The Technical Support Engineer 2 reports to the TAC Manager and works as a team member, providing information, analysis, and recommendations in support of team efforts.

Technical Impact: This role has a direct impact on customer satisfaction and the resolution of technical issues related to servers, storage, network, and SAN, providing Cloud Services solutions for customers.

Growth Opportunities:

Technical Skill Development: Gain experience in a highly dynamic TAC environment, working on various technologies and customer issues, leading to continuous learning and skill development.
Career Progression: With experience and demonstrated success in the Technical Support Engineer 2 role, opportunities may arise for progression into more senior technical support roles or other positions within the company.

📝 Enhancement Note: The Technical Support Engineer 2 role at HPE offers an entry-level opportunity to gain experience in a dynamic TAC environment, working on various technologies and customer issues. With experience and demonstrated success, career progression opportunities may arise within the company.

🌐 Work Environment

Office Type: Hybrid (2 days per week in the office)

Office Location(s): Heredia, Costa Rica

Workspace Context:

The Technical Support Engineer 2 role is based in the L1 TAC (Technical Assistance Center) for Juniper's SRX Firewall customers.
The workspace is designed to foster collaboration and teamwork, with a focus on customer satisfaction and remarkable customer experience.

Work Schedule: The work schedule is 40 hours per week, with a hybrid work arrangement of 2 days per week in the office. The team may be required to work on weekends/holidays as per business requirements.

📝 Enhancement Note: The Technical Support Engineer 2 role at HPE offers a hybrid work environment, with 2 days per week in the office and the flexibility to work on weekends/holidays as per business requirements. The workspace is designed to foster collaboration and teamwork, with a focus on customer satisfaction and remarkable customer experience.

📄 Application & Technical Interview Process

Interview Process:

Technical Preparation: Familiarize yourself with the job description, company culture, and technical requirements for the role. Brush up on your fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques.
Online Assessment: Complete an online assessment to evaluate your technical skills and problem-solving abilities.
Technical Phone Screen: Participate in a technical phone screen to discuss your approach to troubleshooting network problems, customer advocacy, and team collaboration.
On-site Interview: Attend an on-site interview to meet the team, discuss your portfolio, and demonstrate your technical skills through hands-on exercises and case studies.

Portfolio Review Tips:

Highlight your strong fundamental networking skills, in-depth knowledge of security and firewall technologies, and problem-solving skills through relevant projects and case studies.
Showcase your customer advocacy skills and ability to understand the environment/network and impact on business through customer-focused projects.
Include detailed documentation of troubleshooting techniques, solution-oriented approaches, and data-driven solutions for various network problems.

Technical Challenge Preparation:

Brush up on your fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques.
Practice troubleshooting network problems using utilities like lookup, traceroute, ping, net stat, and packet sniffers like wire shark, tcp dump, etc.
Familiarize yourself with IP routing protocols (OSPF, BGP, RIP), IPSEC VPN, and xDSL Technologies, multicast, L2 technology, and protocols like VLANs, VLAN Tagging (IEEE 802.1q), LACP, VLAN trunking, STP (IEEE 802.1D and other 802.1 implementations).

📝 Enhancement Note: The Technical Support Engineer 2 interview process at HPE involves a comprehensive evaluation of your technical skills, problem-solving abilities, and customer advocacy skills. Prepare thoroughly for each stage of the interview process, focusing on your strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A (This role focuses on technical support and does not require frontend technologies)

Backend & Server Technologies:

Juniper SRX Firewall
Various server platforms (Windows, Unix, MAC)
IP routing protocols (OSPF, BGP, RIP)
IPSEC VPN
xDSL Technologies
Multicast
L2 technology and protocols (VLANs, VLAN Tagging, LACP, VLAN trunking, STP)

Development & DevOps Tools:

Ticket management systems (e.g., ServiceNow, JIRA)
Remote access tools (e.g., SSH, VPN)
Monitoring tools (e.g., Nagios, Zabbix)
Collaboration tools (e.g., Microsoft Teams, Slack)

📝 Enhancement Note: The Technical Support Engineer 2 role at HPE focuses on technical support for Juniper's SRX Firewall customers, requiring strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques. Familiarize yourself with the relevant technologies, protocols, and tools used in this role.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach
Incident and problem resolution
Change, performance, and capacity management
End-to-end ownership and communication of solutions
Continuous learning and skill development

Collaboration Style:

Teamwork and customer focus
Information, analysis, and recommendations in support of team efforts
Flexibility to work on weekends/holidays as per business requirements
Knowledge sharing and technical mentoring

📝 Enhancement Note: The Technical Support Engineer 2 role at HPE emphasizes a customer-centric approach, incident and problem resolution, change, performance, and capacity management, and end-to-end ownership and communication of solutions. The team values collaboration, knowledge sharing, and technical mentoring to foster a dynamic and inclusive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting network problems in a highly dynamic TAC environment
Resolving customer issues related to servers, storage, network, and SAN, providing Cloud Services solutions for customers
Working with various technologies and customer issues, requiring continuous learning and skill development

Learning & Development Opportunities:

Gain experience in a highly dynamic TAC environment, working on various technologies and customer issues
Develop strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques
Contribute to team efforts and collaborate with cross-functional teams to deliver remarkable customer experiences

📝 Enhancement Note: The Technical Support Engineer 2 role at HPE presents various technical challenges and learning opportunities in a highly dynamic TAC environment. By working on various technologies and customer issues, you can develop strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques, ultimately contributing to remarkable customer experiences.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: TCP/IP Protocol suite, OSI layered architecture, and related troubleshooting techniques
Security & Firewalls: Virtual Private Networks (VPNs), security protocols, firewalls, access and perimeter control, vulnerability management, and intrusion detection
Troubleshooting: Network problem-solving techniques, customer advocacy, and team collaboration

Company & Culture Questions:

Company Culture: HPE's unconditionally inclusive culture, varied backgrounds, and dynamic work environment
Team Dynamics: Collaboration, teamwork, and customer focus in a highly dynamic TAC environment
Career Growth: Opportunities for technical skill development, career progression, and leadership roles within the company

Portfolio Presentation Strategy:

Technical Skills: Highlight your strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques through relevant projects and case studies
Customer Advocacy: Showcase your ability to understand the environment/network and impact on business through customer-focused projects
Teamwork: Demonstrate your ability to collaborate with cross-functional teams and contribute to remarkable customer experiences

📝 Enhancement Note: Prepare thoroughly for the Technical Support Engineer 2 interview at HPE, focusing on your strong fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques. Familiarize yourself with the company culture, team dynamics, and career growth opportunities to make a strong impression during the interview process.

📌 Application Steps

To apply for this Technical Support Engineer 2 position at HPE:

Submit Your Application: Click on the application link provided and submit your resume, highlighting your relevant technical skills, experience, and portfolio.
Prepare for Online Assessment: Brush up on your fundamental networking skills, knowledge of security and firewall technologies, and problem-solving techniques in preparation for the online assessment.
Practice Technical Exercises: Familiarize yourself with network problem-solving techniques, customer advocacy, and team collaboration through hands-on exercises and case studies.
Research the Company: Learn about HPE's unconditionally inclusive culture, varied backgrounds, and dynamic work environment to demonstrate your cultural fit during the interview process.

⚠️ 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.

Technical Support Engineer 2