Switch R&D Customer Escalation Engineering Intern

Roseville, California

Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

HPE Aruba offers a comprehensive open and standards-based portfolio designed to address a broad range of customer segments, from small & medium businesses, to the largest enterprises with advanced requirements for leading branch and campus LAN solutions. HPE’s innovative technology and open, standards-based approach to networking is resonating with customers around the world, and HPE Aruba revenue exceeds the sum of its next five competitors.

What you need to know about the job

Job ID: 1054479
Date Posted: 10/10/2019
Primary Location: Roseville, California
Job Category: Graduate Program and Internships
Schedule: Full time
Shift: No shift premium (United States of America)

Customer Escalation Engineering Intern

At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work. Our legacy inspires us as we forge ahead dedicated to helping our customers make their mark on the world.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

About the Company

Aruba is a leading Networking company, part of Silicon Valley Tech Powerhouse Hewlett Packard Enterprise.  Our company culture empowers our employees to work on exciting, state of the art technology and allows them to be a part of a cool, growing company. 

Job Description:

We are looking for a Customer Escalation Engineer in the Campus & Branch Switching R&D organization.  Our team charter is to be the customer champions of Switching R&D, living and breathing the “customer first, customer last” mantra.  The CEE team works closely with the Field on Pre-Sale business opportunities, and closely with Support on Post-Sale customer escalations.  Pre-sale activities include leading the technical aspects of early field trials, proof of concepts, and beta opportunities.  Post-sale activities include working to quickly bring resolution to critical customer escalations.  The job is hands on and technical in nature as we lead our engineering colleagues through the development and test processes to deliver solutions to our customers. 

Responsibilities:

The role on the Pre-sale side includes creating network designs, switch configurations, creating/executing test plans, triaging issues experienced, and driving customer requirements with our follow R&D teams.  On the Post-sale side responsibilities include triage of customer reported issue by setting up the environment, attempting to reproduce the issue, troubleshooting, leading issue resolution with the development/test teams, and working with the support or field teams to deliver the solution. 

CEE is responsible for generating communications, including creation of status reports and summaries, tracking escalations and resolutions of issues, coordinating stakeholder meetings and updates, and updating project and program plans.  As a result of these customer facing activities, CEE provides supportability improvements for our networking products to the R&D lab.  We also collaborate with marketing on prioritizing defects/enhancements/features for our customer requirements.  CEE works closely with management to identify and improve process and program efficiencies, as well as capturing and driving quality improvements back into the product lifecycle.

Education and Experience Required:

  • Must be currently pursuing Bachelor's or Master's degree in Engineering, or Computer Sciences
  • Some experience with network standards/protocols such as: TCP, UDP, DHCP, LLDP, VLANs, QoS, STP, RPVST+, GRE, BGP, OSPF, PIM, IGMP, SNMP, AAA (802.1X, RADIUS, TACACS+, etc.)
  • Some experience troubleshooting / debugging networking issues
  • This is an interrupt-driven, dynamic work environment requiring flexibility, good judgment, dependability, planning & organization.
  • Excellent oral and written communication skills for internal and customer facing engagements

We offer:

  • A competitive salary and extensive social benefits
  • Diverse and dynamic work environment
  • Work-life balance and support for career development
  • An amazing life inside the element!
  • Want to know more about it? Then let’s stay connected!

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers

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