Senior Wireless Technical Support Engineer

Hybrid work in San Juan, PR with a role focused on wireless and networking problem solving. You’ll join Hewlett Packard Enterprise to support customers through complex technical escalations while contributing to engineering design work. The team is built around comprehensive benefits, inclusive ways of working, and development programs to help you grow into either deep technical expertise or new paths across divisions.

What you’ll do

• Triage and resolve customer support escalations coming in through multiple inbound channels.
• Deliver strong customer experiences by meeting or exceeding expectations for response quality and timeliness.
• Build and maintain layer 2/3 network testbeds to reproduce and validate issues.
• Review and understand wireless/network features, reproduce customer problems, and debug behavior.
• File tickets on bugs you discover during investigations.
• Analyze logs to identify root causes and drive solutions in collaboration with developers.
• Participate in relevant meetings and discussions, and provide status reports.
• Drive innovation and support integration of new technologies into engineering design organization projects and activities.
• Provide guidance and mentoring to less-experienced staff members.

What you bring

• Bachelor’s or Master’s degree in Computer Science or Computer Engineering, with a preferred focus in networking.
• Typically 6-10 years of experience.
• Knowledge of Layer 2 and Layer 3 networking.
• Knowledge of 802.11 Wi-Fi standards.
• Ability to use and evaluate appropriate engineering design tools and software packages to design components and solutions.
• Excellent analytical and problem-solving skills.
• Experience conducting reviews of material specifications and hardware, software, and electrical component design.
• Ability to evaluate empirical analysis, modeling, and testing methodologies to validate product designs and specifications.
• Excellent written and verbal communication skills, including mastery in English and the local language, with the ability to communicate product architectures, design proposals, and negotiate options at senior management levels.

Benefits

• Relocation support is provided for eligible candidates.

Health & wellbeing

We strive to provide a comprehensive suite of benefits to support physical, financial, and emotional wellbeing for team members and their loved ones.

Personal & professional development

We invest in your career with programs designed to help you reach your goals, whether you want to become a knowledge expert in your field or apply your skills in another division.

Unconditional inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We value varied backgrounds and support flexibility to manage work and personal needs.