SupportJobs.io
← Back to all jobs
Hewlett Packard Enterprise

HPE Technical Support Engineer I

Hewlett Packard Enterprise
Andover, MA $25 - $44/hr Full time Posted 9d ago
Aws Cloud Azure Cloud Customer Support Hpe Zerto Hyper V Information Technology (IT) IT Services It Support Network Solutions Operating Systems Phone Support Tcp/ip Technical Support Virtualization
Apply Now

Job Description

As an HPE Technical Support Engineer I, you will deliver technical assistance to enterprise customers, cloud service providers, and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS). The role focuses on investigating customer issues, driving them toward resolution, and partnering with internal technical teams.

Responsibilities

  • Provide technical support and perform preliminary investigations for customer issues and service requests.
  • Triage and respond to technical issues related to the HPE Zerto platform using the web portal, telephone, and email.
  • Maintain direct communication with customers throughout the resolution lifecycle, including clarification of issues, action plans, progress updates, and explanations of outcomes.
  • Troubleshoot problems using research, log analysis, issue reproduction, and structured problem-solving.
  • Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex cases.
  • Handle an assigned case workload by prioritizing requests, managing customer expectations, following up, and escalating when needed.
  • Document investigations and resolutions accurately and contribute to internal knowledge-base content.
  • Participate in testing pre-release products and features, as appropriate.
  • Use approved AI tools to support troubleshooting, research, and documentation in line with company policies.

Requirements

  • Customer-focused mindset and the ability to collaborate effectively in a team environment.
  • Experience troubleshooting technical issues in a customer-facing support or engineering role.
  • Understanding of virtualization concepts, including hypervisors and virtual machines.
  • Knowledge of TCP/IP, DNS, and core networking concepts.
  • Familiarity with storage technologies and subsystems.
  • Basic Linux or UNIX administration experience, including installation and configuration.
  • Ability to analyze logs, isolate problems, and communicate technical details clearly.
  • Strong written and verbal communication skills in English, where required for the role.
  • Capability to manage competing priorities, work with urgency, and apply sound judgment.
  • Willingness to work the defined schedule and provide any required support coverage.

Technology Focus

  • HPE Zerto
  • TCP/IP, DNS
  • Linux, UNIX
  • VMware, Microsoft Hyper-V
  • Microsoft Azure, Amazon Web Services

Education

Bachelor’s or Master’s degree in Computer Science or Information Systems.

Location and Schedule

Andover, MA (hybrid).

Compensation

USD 25 - 44 per hourly.

Benefits

  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion

Preferred Qualifications

  • Experience with VMware, Microsoft Azure, Amazon Web Services, or Microsoft Hyper-V.
  • Knowledge of APIs and integrations.
  • Experience supporting backup, disaster recovery, data protection, or cloud technologies.
  • Experience working with enterprise customers, cloud service providers, or business partners.
  • Familiarity with approved AI-enabled tools for technical support and troubleshooting.

Similar Jobs