Account Support Manager

About the role

Hewlett Packard Enterprise is hiring an Account Support Manager in Heredia, Costa Rica. The role is hybrid, with an average of two days per week spent in an HPE office. It covers on-site technical support for software services, pre-sales, post-sales and service delivery, including installation and configuration, and acts as a trusted advisor to customers and sales teams.

Key responsibilities

• Deliver reactive and proactive support according to Service Level Agreements, solving business, networking and application problems for standard and complex clustered environments.
• Apply technical knowledge and business understanding to create solutions for customers and recommend alternatives.
• Mentor and consult with team members, customers and vendors on complex issues, and mentor less experienced colleagues on complex incidents.
• Resolve technical and some business incidents independently and act as a trusted advisor to customer and sales teams.
• Develop and grow relationships with complex and strategic accounts, and design and deliver support solutions.
• Create and deliver Value-Based Delivery (VBD) account plans and lead the planning and delivery of complex support solutions.
• Lead customer expectation management in the escalation process and suggest operational efficiencies.

Required profile

• Bachelor's degree preferred; an associate degree in a technical field or equivalent experience is also considered.
• At least 2 years of experience in customer-facing roles.
• Advanced English proficiency.
• Proficiency with Microsoft Office applications.

Required skills

• In-depth knowledge of networked computing environments, operating systems and applications, including industry standards.
• Knowledge of corporate organization, policies, products and service offerings.
• Preferred: experience using Salesforce, managing customer escalations, familiarity with AI tools such as Microsoft Copilot, and experience with change management.

What we offer

• A comprehensive health and wellbeing benefits package.
• Programs supporting personal and professional development.
• An inclusive workplace with flexibility to manage work and personal needs.