Network Security Technical Support 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: Supporting the HPE Aruba Networking Security Service Edge (SSE) platform. About the Role As a Technical Support Engineer on the HPE Aruba Networking SSE team, you will serve as a trusted technical resource for enterprise customers deploying and operating our Security Service Edge platform. You'll own customer issues end-to-end, collaborate cross-functionally with engineering and product teams, and help shape the support experience for a cloud-native security product. Responsibilities Serve as the primary technical point of contact for enterprise customers experiencing issues with the HPE Aruba Networking SSE platform (ZTNA, SWG, CASB, DEM) Troubleshoot and resolve complex issues involving secure access, policy configuration, identity integration (IdP/SAML/SCIM), and network connectivity Manage and prioritize a queue of support tickets, driving issues to resolution within defined SLAs Reproduce customer issues in lab environments and work with engineering to identify root causes Escalate critical or deeply technical issues to Tier 3/engineering with thorough documentation and root cause analysis Produce and contribute to knowledge base articles, runbooks, and troubleshooting guides Collaborate with product and engineering on recurring issues and customer feedback loops Participate in on-call rotation for critical/P1 customer escalations Education and Experience Required: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience. Typically 3–5+ years of experience in Technical Support, Solutions Engineering, Network Engineering, or a related customer-facing technical role supporting enterprise customers. Solid understanding of network security technologies and concepts, including Zero Trust, VPNs, proxies, firewalls, and identity-based access control. Knowledge of cloud architectures and SaaS delivery models, including platforms such as AWS, Azure, and Google Cloud Platform (GCP). Experience working with identity and access management solutions, including Okta, Microsoft Entra ID (Azure AD), and authentication/authorization protocols such as SAML 2.0, SCIM, and LDAP. Strong troubleshooting and problem-solving skills across networking layers, including TCP/IP, DNS, TLS, and HTTP/S. Advanced English level, excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences Preferred Qualifications Experience supporting Security Service Edge (SSE), Secure Access Service Edge (SASE), Zero Trust Network Access (ZTNA), Secure Web Gateway (SWG), or Cloud Access Security Broker (CASB) solutions. Hands-on experience with leading cloud security platforms such as Zscaler, Netskope, Prisma Access, or HPE Aruba Networking SSE. Experience supporting both agent-based and agentless remote access solutions. Familiarity with SD-WAN technologies, edge networking concepts, and modern secure connectivity architectures. Work Schedule: Thursday-Monday 10pm-5am What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #costarica #aruba, #globalIT, #networking Job: Engineering Job Level: TCP_03 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. 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