* The two main aspect of the role would be to represent HPE Networking customer service to the customer and as representative of the customer back to Juniper.* Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.* Support the account/customer with alignment to services sales and product sales activities.* Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.* Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.* Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.* Act as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.* Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).* Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.* Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.* Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.* Uses professional knowledge to review and assess open software defects.



Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.* Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc...)* Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.* Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.* Engages with HPE Networking engineering teams to improve potential quality issues with products.* Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one integral team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: .Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.
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📌 Sr. Technical Service Advisor (Bogotá)
🏢 Hewlett Packard Enterprise (Hpe)
📍 Bogotá