Job Description:

 Job Family Definition

As a Technical Support Engineer on the HPE Disaster Recovery Engineering Support team, you will provide technical support to enterprise customers, cloud service providers, and business partners using HPE solutions for application protection and disaster recovery as a service (DRaaS). You will investigate and resolve customer issues, communicate clearly throughout the support process, and collaborate with internal technical teams to deliver timely, high-quality outcomes.

Responsibilities

• Provide technical support and conduct preliminary investigations for customer issues and service requests.
• Respond to technical issues involving the HPE Zerto platform through the web portal, telephone, and email.
• Communicate directly with customers throughout the resolution process, including issue clarification, action plans, progress updates, and resolution explanations.
• Troubleshoot issues through research, log analysis, issue reproduction, and structured problem-solving.
• Collaborate with Technical Support, Quality Assurance, Development, and Account teams to resolve complex problems.
• Manage an assigned case workload, including prioritization, customer expectations, follow-up, and timely escalation.
• 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 accordance with company policies.

Education and Experience Required

• Bachelor's or Master's degree in Computer Science or Information Systems
•  Typically 0-2 years experience in software industries

Knowledge and Skills

Required

• Customer-focused approach and 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 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.
• Ability to manage competing priorities and work with urgency while exercising sound judgment.
• Willingness to work the defined schedule and any required support coverage.

Preferred

• 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.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.