Wireless Technical Support Engineer

About This Role

This role involves designing, developing, analyzing, troubleshooting, and debugging systems, software, and solutions for research and development within HPE's portfolio, with a focus on networking. It requires advanced subject matter knowledge to resolve complex business issues and provides expertise and partnership to project teams.

Responsibilities

• Triage and resolve customer support escalations from multiple inbound channels
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Build and maintain layer 2/3 network testbeds
• Understand features and reproduce customer issues
• File tickets on bugs found
• Analyze logs and pinpoint root causes
• Work with developers and drive solutions
• Participate in relevant meetings and discussions and provide status reports
• Analyze logs, isolate faults across multiple network layers, reproduce issues, and communicate evidence-based root-cause findings
• Provide guidance and mentoring to less-experienced staff members

Requirements

• Bachelor's or Master's degree in Computer Science, Computer Engineering, with a focus on Networking preferred
• Typically 2-4 years experience
• Knowledge in 802.11 Wi-Fi standards, 802.11 Wireless Standards, Routing and Wireshark
• Strong foundational knowledge of TCP/IP networking, Ethernet, IPv4/IPv6, subnetting, VLANs, Layer 2 switching, and Layer 3 routing
• Investigate issues of core network protocols (TCP/IP, DNS, DHCP, ARP) DHCP, DNS, ARP, ICMP, TCP/UDP, MTU, and end-to-end connectivity
• Analyze packet captures, device logs, event traces, and diagnostic outputs to identify failure points and determine root causes
• Strong knowledge of wireless security, network segmentation, authentication (802.1X, RADIUS), and integration with broader enterprise networking (switching, routing, firewalls)
• Excellent written and verbal communication skills
• Proficiency in the languages required for the role
• Ability to effectively communicate product architectures, design proposals and negotiate options at senior management levels

Nice to have:

• Relevant certifications strongly preferred (e.g., CWNA/CWSP/CWDP/CWNE, CCNP Enterprise/Wireless, Aruba Certified, Ekahau, or equivalent)

Benefits

• Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
• Investment in career development with specific programs to help reach career goals

Important Details

• Work format: Onsite, primarily from an HPE office