Technical L3 Support Engineer
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
As a senior member of our Zerto Customer Support Team, you will function as a domain expert for Zerto solution troubleshooting and you will also provide advanced technical support to our clients who are working to deploy and maintain Zerto solutions and related tools.
As a Senior Technical Support Engineer, you will function as a highly skilled and specialized engineer in the Zerto environment and infrastructure arena, possess excellent communication skills, and be able to articulate the technical and business value of the solution. You will work with internal and external teams to troubleshoot Zerto customer issues and execute recovery plan to resolve customer issues. You will also serve as a with added responsibilities beyond what is expected of a Level 2 TSE.
What you will do:
Case taking responsibilities:
Work cases escalated by the L2 Team
Interface directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Communication with customers takes place via email, voice, chat and screen share sessions
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Directly engage with Development on case work as needed Act as a conduit to Development
Bug review/analysis
Other responsibilities:
Training and Mentor of L2 and L1 TSE’s
Manage escalation process to Development Own template of Bugzilla creation
Drive proper escalation processes
Investigate poor escalations for remediation actions
Contribute to tool creation Take lead role in driving tool identification, creation and roll-out
Work with Readiness Management to help drive global team readiness Training on new technologies
Driving proper technical process and procedure
Drive best practices
Thoroughly document issues, develops and reviews content for knowledge base creation
Involved in customer beta tests and POC’s
What you will bring:
Requirements
Minimum of 7-9 years of experience in Enterprise\Datacenter software or SaaS solutions customer support
Knowledge of high-level networking concepts and the ability to troubleshoot connectivity and performance issues.
Customer focused and team oriented.
Deep understanding of virtualized environments. Knowledge of VMware, vCD and Hyper-V desired.
Deep working knowledge of AWS and/or Azure public cloud environments.
Linux or Unix administration…