Sr. Technical Service Advisor

About the role

The Sr. Technical Service Advisor will act as the primary point of contact for post‑sales networking service issues, bridging HPE Networking customers and internal teams. The role is hybrid, requiring on‑site presence in the Bogota office two days per week.

Key responsibilities

• Represent HPE Networking customer service to customers and relay their needs to Juniper and internal HPE teams.
• Manage deliverables for Foundation Care, Advanced Care, and Premium Care, ensuring SLA compliance.
• Escalate critical issues, coordinate expertise across technical support, and drive resolution.
• Coordinate service delivery, maintain support plans, and engage early on major projects for risk management.
• Conduct periodic reviews of service metrics, SLA performance, and provide status reporting using ITIL frameworks.
• Deliver proactive consulting such as impact assessments, health checks, software upgrade analysis, and configuration reviews.

Required profile

• 8+ years designing, implementing, and troubleshooting datacenter and IP/MPLS networks.
• Bachelor’s degree in Electrical/Electronic Engineering, Computer Science or equivalent; MBA is a plus.
• Experience in large enterprises or network service providers; customer‑facing experience preferred.
• Strong communication and interpersonal skills.

Required skills

• Deep understanding of core IP networking concepts: TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6.
• Expertise in Layer‑2/Layer‑3 protocols: VRRP, OSPF, BGP, Multicast, MPLS VPN.
• Knowledge of Segment Routing, Traffic Engineering, DC Switching, VxLAN, EVPN, SD‑WAN, Wireless.
• Familiarity with ITIL processes and automation concepts.
• HPE Aruba Networking and Juniper certifications (JNCIA/JNCIS/JNCIP/JNCIE) are advantageous.

What we offer

• Comprehensive health and wellbeing benefits for employees and families.
• Personal and professional development programs to support career growth.
• Inclusive, flexible work environment that values diversity and accessibility.