Premium Support Engineer - L3

Overview

Premium Support Engineer (L3) responsible for leading troubleshooting of customer-reported issues on Juniper and Aruba switching, WLAN and software platforms, with a focus on premium customer networks.

What you'll do

• Lead and drive troubleshooting on customer-reported issues.
• Isolate product issues at hardware or software level, replicate customer environments in the lab, and provide the final fix.
• Own and document communication among customers and engineering.
• Act as customer advocate for timely resolution of reported problems, understanding the environment, network and business impact.
• Gain in-depth knowledge of customer infrastructure and technologies, including network topology, features, configurations and service history.
• Partner with other Services teams to deliver focused support by participating in customer reviews, network trainings and driving critical issues to resolution.
• Keep other support teams trained on the designated Premium customer network and practices.
• Provide technical expertise and guidance during testing, deployment and operational phases for Premium 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, 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 to support branch, campus and WAN connectivity troubleshooting.
• 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.
• Requires B.E. in Electronics/Engineering or Computer Science (or equivalent) with 10+ years' experience in the networking industry.

Nice to have

• Understanding, exposure or expertise in one or more areas: advanced scripting knowledge such as Perl, Python, Unix or Expect scripting.
• Candidates with any of the following experience will be preferred, and the minimum experience criteria may not apply: 7+ years' extensive Juniper or Aruba experience in SD-WAN technologies, or minimum 7+ years' experience in troubleshooting datacentre networks and enterprise core networks.
• Experience with SD-WAN management and orchestration platforms (e.g., Aruba EdgeConnect Orchestrator and Aruba Central and/or Juniper Contrail Networking, CSO).
• Technical knowledge of firewalls, IDS/IPS, DDoS protection, SASE architectures, routing policies and network monitoring.
• Preferred certifications: JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX/CCNA/CCNP/CCIE or other equivalent.

Details

• Onsite role, with an expectation of working primarily from an HPE office.
• 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.
• Products supported: Switching Platforms (Juniper/Aruba), WLAN Platforms (Juniper/Aruba), Software Platforms (Juniper/Aruba).
• Location: Chennai, Tamil Nadu, India.