Premium Support Engineer - L3

Overview

Lead premium support for customer-reported networking issues, troubleshooting product problems across hardware and software, and driving issues through resolution for global customers.

What you'll do

• Lead and drive troubleshooting on customer-reported issues.
• Isolate product issues at the hardware/software level, replicate customer environments in a lab, own and document communication among customers and engineering, and provide the final fix.
• Advocate for customers to achieve timely problem resolution, understand their environment and network, and assess business impact.
• Gain in-depth knowledge of customer network infrastructure and technologies, including network topology, features, configurations, and service history.
• Partner internally with other Services teams by participating in customer reviews and network trainings and driving critical issues to resolution.
• Keep other support teams trained on the designated CFTS customer network and practices followed.
• Provide technical expertise and guidance during testing, deployment, and operational phases for CFTS customers.
• Participate in new product development projects, knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.

What you'll need

• Excellent customer handling and communication skills, both verbal and written.
• Strong understanding of SD-WAN architectures and technologies, including overlays/underlays, application-aware routing, path selection, service chaining, segmentation, WAN optimization, and centralized orchestration platforms.
• Working knowledge of SD-WAN deployment and operations, including branch onboarding, tunnel establishment, policy design, high availability, traffic steering, and troubleshooting across hybrid WAN environments.
• Good understanding of Layer 3 networking fundamentals, including IP addressing, routing concepts, QoS, NAT, VPN technologies (IPsec/GRE), and routing protocols such as BGP, OSPF, and IS-IS.
• Fundamental Layer 2 knowledge, including Ethernet, VLANs (802.1Q), LACP, STP/RSTP, ARP, and BFD.
• Experience with SD-WAN security and access services, including segmentation, Zero Trust concepts, secure internet breakout, firewall integration, security policies, and SASE/SSE fundamentals.
• Understanding of cloud and datacenter integration with SD-WAN, including connectivity to public cloud providers, SaaS optimization, multi-cloud networking, and hybrid network architectures.
• Knowledge of authentication and network services, including RADIUS/TACACS+, PKI, certificates, encryption, and policy-based access control within enterprise networking environments.
• B.E. in Electronics/Engineering or Computer Science (or equivalent).
• 10+ years’ experience in the networking industry.
• Experience supporting Switching Platforms (Juniper/Aruba), WLAN Platforms (Juniper/Aruba), and Software Platforms (Juniper/Aruba).
• Experience with SD-WAN management and orchestration platforms, such as Aruba EdgeConnect Orchestrator, Aruba Central, Juniper Contrail Networking, or CSO.
• Technical knowledge of firewalls, IDS/IPS, DDoS protection, SASE architectures, routing policies, and network monitoring.
• Mandatory weekend and night shift coverage as part of the team’s operational support model.
• Flexibility to work outside standard business hours to support global customers and critical service operations.

Nice to have

• Understanding, exposure, or expertise in advanced scripting, such as Perl, Python, Unix, or Expect scripting.
• 7+ years of extensive Juniper or Aruba experience in SD-WAN technologies, in which case the minimum experience criteria may not apply.
• Minimum 7+ years’ experience troubleshooting datacenter networks or enterprise core networks, in which case the minimum experience criteria may not apply.
• Preferred certifications: JNCIS, JNCIP, JNCIE, ACA, ACP, ACSX, CCNA, CCNP, CCIE, or other equivalent certifications.

Details

• Location: Chennai, Tamil Nadu, India.
• Onsite role with an expectation to primarily work from an HPE office.
• Weekend and night shift coverage is required.
• Work outside standard business hours may be required to support global customers and critical service operations.