Advanced Customer Engineer (ACE)

Advanced Customer Engineer (ACE)

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers.  This position will be primarily responsible for working with our Critical Account Program customers.  This work includes, senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection.  You must be able to effectively deal with high pressure situations and know how to manage frustrated customers.

In addition, you will also work with our premium services portfolio customers facilitating a first-class customer experience.  This will include but is not limited to onboarding new customers into our premium services model, escalated post-sales support working as part of a senior engineering resolution team, tools development to enable faster and better support outcomes and working in conjunction with our software engineering team either remotely and/or onsite for troubleshooting, diagnosis and remediation of product, network design and or implementation issues. 

The ACE team is highly respected in the organization and is considered a senior level engineering team that is relied upon to get things done others can’t.  The average tenure with Aruba is approximately 10 years and the average level of industry experience is 15-20 years.  Half the team are at the Distinguished Technologists job level.  You will need to have excellent technical skills in your area of expertise but must also have outstanding communication skills.  You must be able to effectively communicate to company IT executives as well as the front-line engineering staff.  You must be willing to learn new technologies and be self-starter when it comes to training.  The team is friendly and operates as team, supporting each other as well as the larger High Touch Services organization.  The position requires approximately 25-50% travel.  You will manage your own travel schedule and will be required to be proactive in getting the information you need to be effective when engaging with customers.

Responsibilities:

• Working with our Critical Account Program customers acting as the senior technical resource
• Working with our premium services customers for onboarding as well as provide ongoing care and feeding them based on the premium services level that they have purchased.
• Identifying suboptimal designs and/or misconfigurations and consulting on plans to correct.
• Working with engineering escalations team and customers while remote or onsite to identify and troubleshoot bugs.
• Build strong customer relationships and become a trusted advisor.
• Build strong relationships across the wider internal organization to increase your knowledge, get faster outcomes and build trust.
• You will be expected to be very collaborative with the team and the rest of the team will be expected to do the same.  More communication usually provides better outcomes and increases engineering talent’s experience and knowledge levels.
• Requires some travel that should not exceed 50%.  Travel varies based on time of year, software release cycles and new hardware releases.
• Location is not important as long as you are close to a major airport.

Education and Experience Required:

• Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience.
• Typically, 10+ years’ experience.

Knowledge and Skills:

• A deep understanding of one or more of the following areas of enterprise networking
  • Modern enterprise network design, implementation and troubleshooting, including DNS, DHCP, spanning tree, network access control technologies, including 802.1X, IGRP routing protocols and remote access technologies including IPSec and/or SSL VPN. 
  • WAN/Data Center Design including IGRP and EGRP Routing Protocols, Spine/Leaf topologies and virtualization technologies. 
  • 802.11 wireless solutions, including design, implementation and troubleshooting in all current industry protocols including 802.11b, 802.11g, 802.11a, 802.11n, 802.11ac and 802.11ax. 
  • Security solutions, including IPSec, SSL/TLS, Public Key Infrastructure/Certificates, 802.1X, radius and LDAP directories, as well as how they are implemented in networking environments to meet the needs of the modern enterprise.
• Using, evaluating, and developing appropriate engineering design tools and software packages.
• Excellent analytical and problem-solving skills.
• Conducting reviews of customer configurations and quickly identifying issues.
• Strong history of troubleshooting with customers in your current or past roles.
• Vendor and/or Industry certifications are a plus but not required.
• Must have demonstrated the ability to pick up additional skillsets outside of comfort zone
• Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate and build relationships primarily with customer engineers but also across all levels of customer organizations up to the executive level.
• Must be willing to work as part of larger team as needed
• We are a fast-growing organization so flexibility, adaptability and a positive attitude are a must.

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#unitedstates

#aruba

Job:

Engineering

Job Level:

TCP_05

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $115,500.00 - $266,000.00

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.