Network Security Technical Support Engineer

About the role

As a Technical Support Engineer on the HPE Aruba Networking Security Service Edge (SSE) team, you will be the trusted technical point of contact for enterprise customers deploying and operating the SSE platform. You will own issues from initial contact through resolution, collaborate with engineering and product teams, and help shape the support experience for a cloud‑native security product.

Key responsibilities

• Serve as the primary technical contact for customers experiencing issues with the Aruba Networking SSE platform (ZTNA, SWG, CASB, DEM).
• Troubleshoot and resolve complex problems related to secure access, policy configuration, identity integration (IdP/SAML/SCIM), and network connectivity.
• Manage a queue of support tickets, ensuring resolution within defined SLAs.
• Reproduce customer issues in lab environments and work with engineering to identify root causes.
• Escalate critical or highly technical issues to Tier 3/engineering with thorough documentation.
• 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 escalations.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
• 3–5+ years of experience in technical support, solutions engineering, network engineering, or a similar customer‑facing technical role.
• Solid understanding of network security concepts such as Zero Trust, VPNs, proxies, firewalls, and identity‑based access control.
• Familiarity with cloud architectures and SaaS delivery models (AWS, Azure, Google Cloud Platform).

Required skills

• Zero Trust architecture
• VPN, proxy, and firewall technologies
• Identity‑based access control
• AWS, Microsoft Azure, Google Cloud Platform
• Okta, Microsoft Entra ID (Azure AD)
• SAML 2.0, SCIM, LDAP protocols
• Strong troubleshooting and problem‑resolution abilities