Hewlett Packard Enterprise Development LP
Lead Escalation Engineer
Hewlett Packard Enterprise Development LP, San Jose, California, United States, 95199
Lead Escalation Engineer
Who We Are
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 diverse 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.
What You’ll Do
Resolve customer issues by effectively partnering with functional leads in Engineering (on‑site and remote), Product Management, TAC, Sales and elsewhere as required by the nature of the escalation
Develop and maintain a prioritized Issue List and Action Plan to manage escalations and drive resolution, including executive engagement as required
Assess & evaluate the criticality of the situation, and report back on the current status of those issues
Develop and communicate periodic reports to communicate status on milestones
Ensure customer is heard throughout escalation process
Hold scheduled conference calls with assigned customer accounts
Educate and promote best practices for leveraging Aruba Cloud Engineering solutions, with customers and partners
Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution
Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution
Ability to effectively lead and work with cross‑functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
Strong technical background to understand wide ranging support issues & ask discriminating questions
Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution
Ability to effectively manage crisis situations
Strong problem‑solving skills, using data‑driven approach
Ability to thrive and flourish in a fast‑paced, dynamic, and global environment
Who You Are
Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution
Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution
Ability to effectively lead and work with cross‑functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
Strong technical background to understand wide ranging support issues & ask discriminating questions
Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution
Ability to effectively manage crisis situations
Strong problem‑solving skills, using data‑driven approach
Ability to thrive and flourish in a fast‑paced, dynamic, and global environment
Have innovative mind set and drive innovation
What You Need to Bring
Prefer Bachelor's Degree in Science/Engineering or equivalent experience
Ideal candidates will have at least 8+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role
8+ years of experience with cloud computing vendors: AWS, Azure, Google Cloud
An AWS certification is a big plus
Familiar knowledge in one of the languages: Java/Python – good to have
Knowledge of L2/L3 switching, TCP/IP, UDP/IP, IPV4, IPV6, 802.11 standards
Experience interfacing directly with engineering teams to elevate and seek resolution on product issues as well as provide customer requirements for future product releases
Additional Skills
Cloud Architectures
Cross Domain Knowledge
Design Thinking
Development Fundamentals
DevOps
Distributed Computing
Microservices Fluency
Full Stack Development
Release Management
Security‑First Mindset
User Experience (UX)
What We Can Offer You Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Job: Engineering
Job Level: TCP_05
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.
– United States of America: Annual Salary USD 172,000 – 349,000 in California. The listed salary range reflects base salary. Variable incentives may also be offered.
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 global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
No Fees Notice & Recruitment Fraud Disclaimer It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE‑authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.
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What You’ll Do
Resolve customer issues by effectively partnering with functional leads in Engineering (on‑site and remote), Product Management, TAC, Sales and elsewhere as required by the nature of the escalation
Develop and maintain a prioritized Issue List and Action Plan to manage escalations and drive resolution, including executive engagement as required
Assess & evaluate the criticality of the situation, and report back on the current status of those issues
Develop and communicate periodic reports to communicate status on milestones
Ensure customer is heard throughout escalation process
Hold scheduled conference calls with assigned customer accounts
Educate and promote best practices for leveraging Aruba Cloud Engineering solutions, with customers and partners
Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution
Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution
Ability to effectively lead and work with cross‑functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
Strong technical background to understand wide ranging support issues & ask discriminating questions
Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution
Ability to effectively manage crisis situations
Strong problem‑solving skills, using data‑driven approach
Ability to thrive and flourish in a fast‑paced, dynamic, and global environment
Who You Are
Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution
Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution
Ability to effectively lead and work with cross‑functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
Strong technical background to understand wide ranging support issues & ask discriminating questions
Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution
Ability to effectively manage crisis situations
Strong problem‑solving skills, using data‑driven approach
Ability to thrive and flourish in a fast‑paced, dynamic, and global environment
Have innovative mind set and drive innovation
What You Need to Bring
Prefer Bachelor's Degree in Science/Engineering or equivalent experience
Ideal candidates will have at least 8+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role
8+ years of experience with cloud computing vendors: AWS, Azure, Google Cloud
An AWS certification is a big plus
Familiar knowledge in one of the languages: Java/Python – good to have
Knowledge of L2/L3 switching, TCP/IP, UDP/IP, IPV4, IPV6, 802.11 standards
Experience interfacing directly with engineering teams to elevate and seek resolution on product issues as well as provide customer requirements for future product releases
Additional Skills
Cloud Architectures
Cross Domain Knowledge
Design Thinking
Development Fundamentals
DevOps
Distributed Computing
Microservices Fluency
Full Stack Development
Release Management
Security‑First Mindset
User Experience (UX)
What We Can Offer You Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Job: Engineering
Job Level: TCP_05
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.
– United States of America: Annual Salary USD 172,000 – 349,000 in California. The listed salary range reflects base salary. Variable incentives may also be offered.
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 global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
No Fees Notice & Recruitment Fraud Disclaimer It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE‑authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.
#J-18808-Ljbffr