Technical Support Engineer (ArcSight)

Job description

Job ID 7000164 Date posted 7/17/2017 Primary Location Heredia, Provincia de Heredia, Costa Rica Job Category Services Schedule Full time Shift No shift premium (Costa Rica)

Hewlett Packard Enterprise is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

HPE Software has a wide variety of Software Solutions and Services that allow customers to: deliver amazing applications, re-invent IT operations, optimize and monetize customer engagement, identify and neutralize security threats, and protect and govern data assets. HPE Software is a fast growing business unit which supports its customers on planning, conceptual design and implementation of software solutions. Big Data has changed the software landscape and HPE is leading the way.

Provides direct service and support to Arcsight's worldwide customer base on our award winning enterprise software and hardware solutions.

Responsibilities

* Analyze, diagnose, and resolve complex product issues related to HP ArcSight products in multi-tiered application environments

* Troubleshoots and assists customers on product issues via telephone, WebEx, and email

* Keep detailed log of all the customer interactions in case management tools

* Develop, document, and publish best practice methods, knowledgebase articles and solutions

* Collaborate closely with team members from support to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and supportability matters

* Participate in On-call support on a rotational basis

Requirements

Technical Skills

* Preferable 2 years of experience in supporting Enterprise Software products

* Sound knowledge of Linux or UNIX variants and Windows Servers (2008 & 2012)

* 1-2 years of Database experience (MSSQL, Oracle, SQL)

* 1-2 years of experience with troubleshooting network related issues

* Knowledge of web servers (Apache, IIS) and application servers (Tomcat/Jboss)  preferable

Soft Skills

* Self-motivated and passionate about delivering proactive, responsive and credible service to customers

* Strong verbal, written, and interpersonal communication skills with the ability to communicate technical information effectively

* Capable of working under pressure and multitask in fast paced environment where priorities can shift quickly

* Willing to take ownership of customer issue to find the root cause and provide solutions

* Ability to work effectively in a team environment with a demonstrated ability to build and maintain positive relationships and team objectives

* System or Network Administration experience is a plus 

* Experience working with ArcSight products is a plus

Education

* Bachelors degree in Software related field or equivalent verifiable work experience

Other

* Prepared to work on weekend shifts and holidays

Hewlett Packard Enterprise Values:

Partnership first: We believe in the power of collaboration - building long term relationships with our customers, our partners and each other

Bias for action: We never sit still - we take advantage of every opportunity

Innovators at heart: We are driven to innovate - creating both practical and breakthrough advancements

What do we offer?

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. below, or directly via our Careers Portal at www.hpe.com/careers

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