L3SecurityTACTechnicalSupportEngineer

L3 Security TAC Technical Support Engineer This role has been designed as ‘Hybrid’ with an expectation 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:** _**What you’ll be doing:**_ **_Case Management:_ • Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.). • Take ownership of high priority or critical customer issues, isolate product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach • Replicate customer environments and issues in lab and collaborate with Engineering teams in providing bug fixes on software issues reported by customer • Collaborate with Service Managers and Technical Service Advisors on high-profile technical issues, and participate in customer meetings to lead technical discussions • Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves ** _**Knowledge Base Management:**_ **Contribute to technical documentation (FAQs, Solutions, Knowledge Base) for internal and/or external use** ** _What we’re looking for:_ • Bachelor's degree in engineering, computer sci