Network Security Technical Support Engineer

About the role

The Network Security Technical Support Engineer will join HPE’s Aruba Networking Security Service Edge (SSE) team. You will act as the trusted technical contact for enterprise customers deploying and operating the SSE platform, handling issues from initial diagnosis through resolution.

Key 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.

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 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 AWS, Azure, and Google Cloud Platform.
• Experience with identity and access management solutions such as Okta and Microsoft Entra ID (Azure AD) and protocols like SAML 2.0, SCIM, and LDAP.

Required skills

• Zero Trust Network Access (ZTNA)
• Secure Web Gateway (SWG)
• Cloud Access Security Broker (CASB)
• Data Edge Management (DEM)
• VPN, proxy, and firewall technologies
• SAML, SCIM, LDAP
• AWS, Azure, Google Cloud Platform
• Okta
• Microsoft Entra ID (Azure AD)