Hewlett Packard Enterprise

Hewlett Packard Enterprise

Switching Software Customer Engineering Escalations

Roseville, California, United States of America

Sponsorship not specified$137k-$277kDetected 8 days ago
PythonLinuxSite Reliability EngineeringProduct ManagementJiraConfluenceCustomer SupportLeadershipCommunication

About the role

  • We know varied backgrounds are valued and succeed here.
  • We make bold moves, together, and are a force for good.
  • Success requires strong networking fundamentals, sound judgment under pressure, and a disciplined, layer-by-layer approach to troubleshooting across modern data center environments.

Responsibilities

  • Own end‑to‑end technical execution for assigned customer escalations, from intake through stabilization and resolution.
  • Perform rapid severity assessment, impact analysis, and technical triage to determine urgency and scope.
  • Drive clarity and momentum in ambiguous, fast‑moving situations.
  • Coordinate internal teams and partners to accelerate investigation and resolution.
  • Navigate complex platforms end‑to‑end and drive targeted technical analysis to accelerate resolution.
  • Reproduce issues where possible and validate hypotheses with targeted tests across interfaces, bridging domains, routing adjacencies, and fabric/overlay paths.
  • Understand product design and quality practices (design docs, test plans, QA signals, and product lifecycle).
  • Lead coordination across TAC, Engineering (R&D), QA, Product Management, Sales, and Executive stakeholders.
  • Maintain neutral, evidence‑driven leadership when narratives conflict across vendors or teams.
  • Any reliance on fraudulent communication is at the individual's own risk, and HPE disclaims legal liability for any resulting damages.

Requirements

  • Technical Expertise
  • 6+ years of hands-on experience in production switching and data center networking environments.
  • Demonstrated ability to troubleshoot network incidents end-to-end using logs, packet captures, telemetry, and diagnostics, including physical and link validation as well as Layer-2 and Layer-3 fault isolation.
  • Working knowledge of engineering tools and environments, including Linux VMs, Visual Studio, Jira/Confluence, Python, and Bash.
  • 6+ years of experience leading high-severity, customer-impacting incidents or escalations.
  • Demonstrated ability to make sound technical and risk-based decisions in ambiguous, time-sensitive situations with incomplete data.
  • Strong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
  • Ability to translate complex technical issues into clear, concise, and actionable guidance for senior stakeholders.

Nice to have

  • Experience contributing to post-mortems, root cause reviews, and systemic quality improvements.
  • Work Environment & Expectations
  • This role involves sustained computer-based work, high cognitive load, and frequent context switching across complex technical issues.
  • May require participation in critical incidents outside standard business hours on an as-needed basis.
  • Success in this role requires comfort with ambiguity, strong accountability, and the ability to prioritize effectively under pressure.
  • What Success Looks Like
  • Customer impact is stabilized quickly through clear technical leadership, effective triage, and decisive mitigation.
  • Engineering effort is focused on the right problems with the right data, enabling faster root cause analysis and resolution.

Skills

  • "The expected salary/wage range for this position is provided below.
  • Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.

Compensation

  • USD 136,500 - 276,500 in California
  • The listed salary range reflects base salary.

Benefits

  • Health & Wellbeing
  • Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Company info

  • Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
  • Job Description:
  • The Customer Engineering Escalation Engineer (CEE) is a senior individual contributor who leads the most complex and business-critical customer escalations, with deep expertise in switching and data center networking.
  • In this role, you serve as the technical lead during customer-impacting incidents, driving mitigation, coordinating cross-functional teams, and communicating clearly with internal and external stakeholders. Success requires strong networking fundamentals, sound judgment under pressure, and a disciplined, layer-by-layer approach to troubleshooting across modern data center environments.
  • Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.
  • We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world.
  • Our culture thrives on finding new and better ways to accelerate what's next.
  • If you are looking to stretch and grow your career our culture will embrace you.
  • Open up opportunities with HPE.
  • In this role, you serve as the technical lead during customer-impacting incidents, driving mitigation, coordinating cross-functional teams, and communicating clearly with internal and external stakeholders.

Equal opportunity

  • Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
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This listing is sourced directly from Hewlett Packard Enterprise's careers page and normalized into a canonical job model.