Jobs / Costa Rica / Hewlett Packard Enterprise Company
Escalation Engineer
Hewlett Packard Enterprise Company · 🌍 Heredia, Heredia, Costa Rica
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About the role
Escalation Engineer This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Role Summary The Escalation Engineer provides advanced technical troubleshooting and resolution for complex enterprise and data-center switching issues across AOS-CX and AOS-S platforms. This role owns deep issue isolation, root cause analysis, workaround development, and collaboration with L3 Engineering, while mentoring L1 engineers and ensuring high-quality customer outcomes. ________________________________________ In a typical day as a Escalation Engineer, you would... Advanced Case Ownership • Own complex L2/L3 switching cases escalated from L1 TAC. • Perform deep-dive fault isolation, protocol-level analysis, and advanced debugging. • Lead Sev-1 / Sev-2 incident resolution until service restoration. • Provide timely executive-ready updates during high-impact outages. • Drive cases to resolution while maintaining strict SLA compliance. ________________________________________ Advanced Technical Troubleshooting – Switching Focus Platforms & Technologies • Aruba AOS-CX Switches (6200/6300/6400/8100/8320/8360/8400) • Aruba AOS-S Switches (2530/2540/2930F/M) • Aruba VSX, VSF, Stacking • Aruba Central – Switching at scale • Multi-vendor interoperability (Cisco, Juniper, Arista) ________________________________________ Layer 2 – Advanced • STP / RSTP / MSTP root cause analysis & loop mitigation • LACP / Link Aggregation (LAG) • MAC flapping, broadcast storms, CAM table analysis • QinQ, Private VLANs, Port Security • Storm control & loop protection ________________________________________ Layer 3 – Advanced • OSPF / BGP (enterprise edge) • VRFs, Inter-VLAN routing, Policy Based Routing • ECMP and routing convergence analysis • ARP suppression, IP SLA, Bidirectional Forwarding Detection (BFD) – awareness ________________________________________ VSX & High Availability • VSX peer-keepalive design & failure analysis • ISL behavior, split-brain recovery • Active-active forwarding behavior • ISSU & hitless upgrades ________________________________________ System, Hardware & Performance • CPU / Memory / TCAM analysis • QoS policies & traffic queuing behavior • Packet drops, MTU issues, buffer tuning • Transceiver / DAC / optics interoperability ________________________________________ Root Cause Analysis & Escalation • Perform full Root Cause Analysis (RCA) with timeline, impact analysis, and prevention actions. • Develop technical workarounds & mitigations. • Escalate to L3 / Engineering with: o Reproducible test cases o Packet captures o show tech, core logs, crash files • Act as the customer technical authority during engineering engagements. ________________________________________ Operational & Leadership Responsibilities • Act as technical mentor for L1 TAC engineers. • Review and improve case quality and troubleshooting standards. • Participate in: o Bug scrub meet