File Protocol Senior Support Engineer

File Protocol Senior Support Engineer

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

HPE Solutions, Products and Services are built on the idea that enterprises should not have to compromise between performance, capacity, ease of management, and price.

HPE Support provides technical solutions on premises and in the cloud. As a member of the Support Team, you will work remotely with customers and HPE Engineering to resolve issues from simple, to highly complex, on HPE Data Infrastructure products and services.

The skills needed to be successful in this role are listed below.

**File Protocol Sr. Support Engineer responsibilities include**:

- Effectively and efficiently handle all levels of technical support calls and cases from basic user questions to issues requiring more in-depth technical problem solving skills.
- Independently diagnosing and resolving networking and performance problems with storage server environments.
- Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.
- When necessary, escalate cases to the appropriate group (Engineering/Executive Team/Account Team) and be able to articulate the issue, the impact to the business and next steps.
- The ability to maturely and professionally manage and triage customer issues.
- Energetic team player with excellent customer relationship skills.

**Skills and Experience**:

- Strong understanding and knowledge supporting complex File protocols.
- Experience with troubleshooting methodology/theory and outstanding problem solving skills.
- Comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.
- Must be able to write and speak to an executive level audience and assist in the creation and delivery of documents such as executive summaries, event timelines and root cause analysis reports.
- Strong technical knowledge of File systems and TCP/IP & Inter-Networking in a Linux and/or Windows environment.
- 5+ years' experience providing technical support to end user customers for File related products including storage provisioning, CIFS / NFS mount management, quota management, tenant zoning.
- Performance management latency and throughput.

**Nice to have**:

- Experience with Applications such as Oracle DB, Exchange, SQL Server, Vcenter Server, Vsphere Client, Solarwinds and UCS Manager.
- Experience with Technologies such as iSCSI, Fibre Channel, Cisco UCS, Enterprise Virtualization and Open Stack.
- Scripting / Programming knowledge
- Experience with Object
- Experience with API
- Experience with any public cloud (Azure/AWS/GCP)

Join us and make your mark

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

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

**Job**:
Services
**Job Level**:
Specialist

**Hewlett Packard Enterprise is EEO F/M/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.