Customer Success TAC Team

Hewlett Packard Enterprise

. Triage and resolve customer support escalations from multiple inbound channels .

Posted 9/22/2026full-timeSunnyvale • California • United StatesSeniorLead💰 $135,500 - $275,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Layer 2 and Layer 3 networking, with a strong ability to analyze logs, resolve customer support escalations, and build network testbeds. Proficient in understanding and reproducing customer issues while maintaining high standards of customer experience.

Highest-signal resume keywords

Layer 2 NetworkingLayer 3 Networking802.11 Wi-Fi StandardsCustomer Support Escalation ResolutionLog Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Layer 2 NetworkingLayer 3 Networking802.11 Wi-Fi StandardsLog AnalysisNetwork Testbed ConstructionBug Ticket FilingRoot Cause AnalysisTechnical Issue ResolutionCustomer CommunicationStatus Reporting

Soft Skills

Problem SolvingCommunicationCollaboration

Certifications & Qualifications

HPE Router & Switch Certifications

Industry Keywords

Customer SupportEnterprise Wireless NetworksWired Networks

About the role

Key responsibilities & impact

Triage and resolve customer support escalations from multiple inbound channels
Meet or exceed customer expectations for response quality, timeliness, 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
Communicate with customers, understand their questions, and solve complex technical issues
Become the subject matter expert in enterprise wireless and wired networks

Requirements

What you’ll need

In-depth knowledge of Layer 2 and Layer 3 networking
In-depth knowledge of 802.11 Wi-Fi standards
8+ years of experience
BA/BS/MS in EECS or related subject area
HPE Router & Switch Certifications is a plus
Ability to triage and resolve customer support escalations
Ability to analyze logs and pinpoint root causes
Ability to build and maintain Layer 2/3 network testbeds

Benefits

Comp & perks

Comprehensive benefits supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Flexible work arrangements to manage work and personal needs
Inclusive workplace and culture
Employee benefits information provided for US employees