Advanced Services Senior Premier Support Engineer



Industry: IT Consulting/Services


Less than 5 years

Posted 330 days ago

The experienced Senior Premier Support Customer Engineer will be a part of a fast-paced customer-focused technical environment. The PSCE will provide senior-level support for the deployment and maintenance of Aruba-HPE products and solutions.

This position reports into the customer advocacy organization and requires a person with in-depth understanding of complex enterprise network deployment models, strong troubleshooting skills and experience in supporting customer internal network teams – both operations and engineering.


  • Provide pre and post sales technical and operational support to Aruba-HPE teams, customers and partners for various technologies and solutions.
  • Provide Case Management, Performance Management and Solution Management support
    • Case Management: Ensuring timely identification and resolution of reported issues
    • Performance Management: Ensuring optimum performance of products and features.
    • Solutions Management: Ensuring optimum performance of customer solutions.
  • Work on complex reported issues requiring in-depth fault analysis and troubleshooting including technical, operational (configuration and implementation) and networkengineering.
  • Ability to multitask and work independently when required, with little supervision or direction
  • Excellent oral and written communication skills, presentation and interpersonal skills, and the ability to interface to senior levels of the organization
  • Formulate action plans (technical and operational) for analyzing and resolving reported issues.
  • Assign and ensure appropriate department is assigned resolution of reported issue.
  • Escalate issues as needed to ensure a timely resolution to customer reported issues.
  • Simulate customer issues in lab.
  • Participate in solution discussions and publications for knowledge base.
  • Provide technical cross-training to relevant groups as needed.
  • Participate in serviceability enhancement requirement reviews.
  • Work effectively in a team environment including Aruba and Customer colleagues; QA, engineers, and field organizations.
  • Occasionally required to travel to customer sites for troubleshooting, training purposes, business reviews.
  • Provide Customer Review meetings, providing technical status and recommendations.

Required Qualifications:

  • Bachelordegree in Computer Engineering or ElectricalEngineeringrequired.
  • Minimum of three (3) years’ experience in customer-facing Technical Support required.
  • Minimum of three (3) years’ experience with one or more of the following Aruba products; AOS-APs/IAPs/Controllers, Airwave, ClearPass
  • Knowledge of authentication protocols and servers required.
  • Understanding & experience in configuring & troubleshooting VoIP protocols like SIP, SVP, H323 etc. required.
  • Demonstrable experience identifying areas-of-opportunity for process improvement.
  • Demonstrable experience in problem isolation and problem solving.

Preferred Qualifications:

  • Three (3) or more years’ experience in enterprise and/or service provider networking and services: planning, testing, new product/feature implementation, upgrade and support preferred.
  • Technical and operationalexperience supportingnetworking products and solutions with advanced expertise innetwork switching, routing andsecurity highlydesired.
    • Industry certifications like CCIE, CWNA, ACCP, ACMP, ACMX, ACDX and RHEL preferred.
    • Radius (authentication, Authorization, Attributes, CoA, Accounting, etc.)
    • SNMP based monitoring and AMON troubleshooting
    • Linux installations and troubleshooting skills
    • TACACS (Authentication, Authorization including per-command)
    • PKI (CA, Certs, Encryption, Trust, Client side config)
    • Captive Portal (Redirects, Logins, Walled Garden)
    • Web Programming (PHP, HTML, javascript)
    • 802.1x (EAP-PEAP, EAP-TLS, Supplicant config, Server trust, wired/wireless differences)
    • Network Device AAA (Experience with AAA on different switches, wlan controllers, vpn concentrators, integration with Radius solutions)
    • Policy Enforcement (ACLs, Firewalls, dACLs, web redirection, VLAN switching)
    • Windows Sysadmin (AD, DC, Domains/Groups, GPO)
    • LDAP (DB structure, user/computer objects/groups)
    • SQL (DB structure, filter creation), Strong knowledge of postgres
    • VPN (IPSEC, Policy, AAA)
    • NAC (Posture check, NAP, Policy Framework)
    • Networking (Routing, DNS, DHCP)
    • Load-Balancing (Web, DNS, and Radius LB)
    • Strong networking experience, with sound understanding of various L2 / L3 protocols
    • Strong understanding of wireless concepts
  • Experience in network analysis & test tools like wireshark, iperf, nmap etc. preferred.
  • Interaction with other teams to drive resolution of hardware / software deficiencies / bugs preferred.

Job ID 1014032