Technical Support Engineer 2 at Hewlett Packard Enterprise

📍 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 Engineer
Date Posted: 2025-07-31
Experience Level: Entry (0-2 years)
Remote Status: On-site/Hybrid

🚀 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 hybrid role requires an average of 2 days per week in an HPE office, with a strong focus on customer satisfaction and timely resolution of reported problems. The ideal candidate will have a background in networking, security, and troubleshooting, with a proven ability to determine problems quickly and deliver remarkable customer experiences.

💻 Primary Responsibilities

Customer Advocacy: Act as a customer advocate for timely resolution of reported problems, understanding the environment/network and impact on business.
Problem Resolution: Take ownership for problem reproduction and escalation, ensuring timely and effective resolution.
Teamwork: Collaborate effectively with team members and other departments to deliver solutions and meet customer expectations.
Continuous Learning: Keep pace with newer technologies and maintain a strong focus on continuous learning and improvement.
Flexibility: Be flexible to work on weekends/holidays as per business requirements.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Electronics Engineering or Computer Science, or equivalent experience.

Experience: 1-3 years of experience 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), including design, implementation scenarios, connectivity troubleshooting, and security algorithms.
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, netstat, and packet sniffers like Wireshark or tcpdump.
In-depth knowledge of IP routing protocols (OSPF, BGP, RIP), IPSEC VPN, and xDSL Technologies, as well as L2 technology and protocols like VLANs, VLAN Tagging (IEEE 802.1q), LACP, VLAN trunking, and 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, and 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: A comprehensive portfolio showcasing a strong foundation in networking, security, and troubleshooting, with a focus on problem-solving and customer advocacy.
Technical Documentation: Detailed documentation of network designs, security implementations, and troubleshooting processes, demonstrating a deep understanding of network protocols and security principles.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Heredia, Costa Rica, is approximately ₡6,000,000 - ₡8,000,000 (CRC) per year, depending on experience and qualifications. This estimate is based on regional market research and industry standards for technical support engineer roles.

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: An inclusive work environment that values varied backgrounds, offers flexibility, and encourages bold moves together as a force for good.

Working Hours: Full-time position with a hybrid work arrangement, requiring an average of 2 days per week in the office.

🎯 Team & Company Context

Company Culture: HPE is committed to providing a remarkable customer experience, driving innovation, and being a force for good. The company values varied backgrounds, flexibility, and bold moves, fostering an inclusive work environment.

Team Structure: The technical support team consists of experienced engineers who collaborate to deliver solutions and meet customer expectations. The team is organized into clusters of activities that produce defined outcomes, with a focus on end-to-end ownership of solutions.

Development Methodology: The team follows established clusters of activities that produce defined outcomes, with a focus on end-to-end ownership of solutions from deployment to end-of-life. The team also emphasizes continuous improvement, compliance, and security management.

Company Website: HPE Careers

📝 Enhancement Note: The company's commitment to customer satisfaction, innovation, and inclusion is evident in its culture, team structure, and development methodology. The team's focus on end-to-end ownership and continuous improvement drives success in delivering remarkable customer experiences.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level technical support engineer, responsible for solving technical issues and providing customer solutions.

Reporting Structure: The role reports directly to the technical support manager, with a focus on customer advocacy, problem resolution, and team collaboration.

Technical Impact: The technical support engineer has a significant impact on customer satisfaction, ensuring timely and effective resolution of reported problems. They also contribute to the continuous improvement of processes and the development of new services.

Growth Opportunities:

Technical Skill Development: Opportunities to develop technical skills in emerging technologies, with a focus on continuous learning and improvement.
Technical Leadership: Potential to grow into technical leadership roles, providing mentorship and guidance to junior team members.
Architecture Decision-Making: Opportunities to contribute to architecture decisions, driving innovation and improvement in the company's technology stack.

📝 Enhancement Note: The role's focus on customer advocacy, problem resolution, and team collaboration provides a strong foundation for growth into technical leadership positions. The company's commitment to continuous learning and improvement offers numerous opportunities for technical skill development and architecture decision-making.

🌐 Work Environment

Office Type: Hybrid work environment, with an average of 2 days per week in the office.

Office Location(s): Heredia, Costa Rica

Workspace Context:

Collaborative workspace with a strong focus on customer satisfaction and teamwork.
Access to necessary tools, multiple monitors, and testing devices to ensure effective problem resolution.
Opportunities for cross-functional collaboration with designers, marketers, and other departments.

Work Schedule: Flexible work schedule, with the ability to work on weekends/holidays as per business requirements.

📝 Enhancement Note: The hybrid work environment and flexible work schedule enable team members to balance their personal and professional lives while maintaining a strong focus on customer satisfaction and team collaboration.

📄 Application & Technical Interview Process

Interview Process:

Technical Preparation: Brush up on fundamental networking skills, security protocols, and troubleshooting techniques. Familiarize yourself with Juniper's SRX Firewall products and their features.
Customer Advocacy: Prepare for customer advocacy scenarios, demonstrating your ability to understand the environment/network and impact on business.
Problem Reproduction: Practice problem reproduction and escalation techniques, ensuring timely and effective resolution.
Teamwork: Prepare for teamwork scenarios, showcasing your ability to collaborate effectively with team members and other departments.
Final Evaluation: Demonstrate your understanding of the role's requirements, technical impact, and growth opportunities.

Portfolio Review Tips:

Highlight your problem-solving skills, customer advocacy, and technical expertise in your portfolio.
Include case studies demonstrating your ability to resolve complex network problems and deliver remarkable customer experiences.
Showcase your understanding of network protocols, security principles, and troubleshooting techniques.

Technical Challenge Preparation:

Brush up on your networking, security, and troubleshooting skills, with a focus on Juniper's SRX Firewall products.
Practice problem-solving techniques and customer advocacy scenarios to ensure a strong performance in the interview.

📝 Enhancement Note: The interview process focuses on assessing your technical skills, customer advocacy, and teamwork abilities. By preparing for each stage and showcasing your problem-solving skills, you can demonstrate your fit for the role and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on technical support and backend infrastructure.

Backend & Server Technologies:

Juniper's SRX Firewall products
Virtual Private Networks (VPNs)
IP routing protocols (OSPF, BGP, RIP)
IPSEC VPN
xDSL Technologies
L2 technology and protocols (VLANs, VLAN Tagging, LACP, VLAN trunking, STP)

Development & DevOps Tools:

Network utilities (lookup, traceroute, ping, netstat, packet sniffers like Wireshark or tcpdump)
Troubleshooting and monitoring tools
Collaboration and project management tools

📝 Enhancement Note: The role's focus on technical support and backend infrastructure requires a strong understanding of Juniper's SRX Firewall products, network protocols, and security principles. Familiarity with relevant network utilities and troubleshooting tools is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer satisfaction and advocacy
Problem-solving and troubleshooting
Continuous learning and improvement
Teamwork and collaboration
Innovation and adaptation

Collaboration Style:

Cross-functional integration between technical support, design, marketing, and other departments.
Code review culture and peer programming practices.
Knowledge sharing, technical mentoring, and continuous learning.

📝 Enhancement Note: The team's focus on customer satisfaction, problem-solving, and continuous learning fosters a collaborative and innovative work environment. By embracing a culture of knowledge sharing and technical mentoring, team members can drive success and growth in their roles.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex network problems and security issues in a timely and effective manner.
Keeping pace with newer technologies and emerging security threats.
Balancing customer satisfaction and technical expertise in a dynamic TAC environment.

Learning & Development Opportunities:

Technical skill advancement in emerging technologies and security protocols.
Conference attendance, certification, and community involvement.
Technical mentorship, leadership development, and architecture decision-making opportunities.

📝 Enhancement Note: The role's focus on technical support and backend infrastructure presents numerous challenges and growth opportunities. By embracing a culture of continuous learning and improvement, team members can develop their skills and advance their careers in the web technology industry.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Demonstrate your understanding of TCP/IP Protocol suite, OSI layered architecture, and related troubleshooting techniques.
Security Protocols: Explain your knowledge of security protocols, algorithms, and mitigation techniques for various network attacks.
Troubleshooting Techniques: Share your experience with network utilities, packet sniffers, and problem-solving strategies.
Juniper SRX Firewall Products: Showcase your understanding of Juniper's SRX Firewall products, their features, and configuration options.

Company & Culture Questions:

Customer Satisfaction: Describe your approach to customer advocacy and ensuring remarkable customer experiences.
Teamwork: Explain how you collaborate effectively with team members and other departments to deliver solutions and meet customer expectations.
Continuous Learning: Discuss your commitment to continuous learning and improvement in the web technology industry.

Portfolio Presentation Strategy:

Highlight your problem-solving skills, customer advocacy, and technical expertise in your portfolio.
Include case studies demonstrating your ability to resolve complex network problems and deliver remarkable customer experiences.
Showcase your understanding of network protocols, security principles, and troubleshooting techniques.

📝 Enhancement Note: The interview process focuses on assessing your technical skills, customer advocacy, and teamwork abilities. By preparing for each stage and showcasing your problem-solving skills, you can demonstrate your fit for the role and increase your chances of success.

📌 Application Steps

To apply for this Technical Support Engineer 2 position:

Resume Optimization: Tailor your resume to highlight your technical skills, problem-solving abilities, and customer advocacy experiences. Include relevant keywords and phrases to optimize your resume for the ATS system.
Portfolio Preparation: Curate a portfolio showcasing your problem-solving skills, customer advocacy, and technical expertise. Include case studies demonstrating your ability to resolve complex network problems and deliver remarkable customer experiences.
Technical Interview Preparation: Brush up on your networking, security, and troubleshooting skills, with a focus on Juniper's SRX Firewall products. Practice problem-solving techniques and customer advocacy scenarios to ensure a strong performance in the interview.
Company Research: Research HPE's commitment to customer satisfaction, innovation, and inclusion. Understand the company's culture, team structure, and development methodology to ensure a strong fit for your career goals.

📝 Enhancement Note: By following these application steps and tailoring your resume, portfolio, and interview preparation to the role's requirements, you can increase your chances of success and secure your dream job in the web technology industry.

Technical Support Engineer 2