Hybrid role in Andover, MA supporting enterprise customers and cloud service providers. As an HPE Technical Support Engineer I at Hewlett Packard Enterprise, you’ll help investigate and resolve technical issues for application protection and disaster recovery as a service (DRaaS) built on HPE Zerto. You’ll collaborate with technical teams across Support, Quality Assurance, Development, and Accounts, while contributing to accurate documentation and internal knowledge.
You’ll work with approved AI tools to support troubleshooting, research, and documentation in line with company policies, bringing structure to complex problem solving. HPE also offers Health & Wellbeing benefits, Personal & Professional Development programs, and Unconditional Inclusion.
What you’ll do
- Provide technical support and perform preliminary investigations for customer issues and service requests.
- Handle technical issues on the HPE Zerto platform through the web portal, telephone, and email.
- Communicate directly with customers through clarification, action plans, progress updates, and resolution explanations.
- Troubleshoot using research, log analysis, issue reproduction, and structured problem-solving methods.
- Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex problems.
- Manage an assigned case workload, including prioritization, setting expectations, follow-up, and timely escalation when needed.
- Document investigations and outcomes 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 accordance with company policies.
What you bring
- Customer-focused approach and ability to collaborate 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 fundamental 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 information clearly.
- Strong written and verbal communication skills in English, where required for the role.
- Capacity to manage competing priorities and work with urgency while exercising sound judgment.
- Willingness to work the defined schedule and any required support coverage.
Preferred background
- 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.
Education: Bachelor’s or Master’s degree in Computer Science or Information Systems.
Technologies: HPE Zerto, TCP/IP, DNS, Linux, UNIX, VMware, Microsoft Azure, Amazon Web Services, Microsoft Hyper-V.
Compensation: USD 25 - 44 per hourly.
