Federal Principal Product Support Engineer; Clearance Required - Secret), AL, GA, OK, TX

Position: Federal Principal Product Support Engineer, (Clearance Required - Secret), AL, GA, OK, TX
Hewlett Packard Enterprise is a global edge-to-cloud leader, transforming how organizations connect, protect, analyze, and act on their data and applications. Our team is dedicated to accelerating innovation while promoting a culture of inclusion and flexibility.
** US Citizenship required
**** Clearance:
Security or higher required
***
* Location:

This is a hybrid role with on-site work required at customer locations in Ok, GA, Alabama, or Dallas, TX , combined with remote telework flexibility.
**** Must be flexible to work evenings and/or weekends at customer site when needed
**** Travel:
Up to 25% to customer site location
***
* Key Responsibilities:

**** Complex Issue Resolution & Escalation Management
*** Serve as the top-tier escalation point for the most challenging technical issues within HPE Private Cloud and related technologies. After issues have escalated past level 3 support.
* Lead in-depth troubleshooting across multi-cloud, virtualization, and infrastructure platforms (AWS, Azure, Google Cloud, VMware ESX, Kubernetes).
* Collaborate directly with BU engineering teams and managed services personnel to drive resolution of systemic, high-impact issues and develop critical patches and product enhancements.
* Analyze, identify, and architect solutions for recurring or complex customer issues, ensuring permanent resolution and knowledge transfer.
** Technical Mastery
*** Demonstrate mastery across all supported platforms, infrastructure, and technologies, acting as the subject matter expert for internal teams and federal customers.
* Develop and review automated solutions leveraging Dev Ops principles, CI/CD pipelines, and Infrastructure as Code.
* Lead compliance efforts for DISA STIGs and other federal standards, ensuring audit readiness and system hardening.
** Collaboration & Leadership
*** Mentor and guide technical support engineers, sharing expertise and ensuring best practices are followed across teams.
* Work closely with federal customer stakeholders to understand business needs, translate requirements, and deliver innovative technical solutions. This is a customer facing role.
* Engage regularly with product management, engineering, and BU teams to influence and prioritize product fixes, enhancements, and updates.
** Operational Excellence & Technical Documentation
*** Define, refine, and continuously improve operational processes for cloud service delivery and product support.
* Monitor, analyze, and optimize system performance, security, and reliability for federal customer environments.
* Author highly detailed technical documentation, troubleshooting guides, and process improvements for internal and external use.
** Business Acumen & Customer Advocacy
*** Relate project risks, recurring technical challenges, and opportunities to broader organizational and BU goals.
* Build and maintain trusted relationships with federal clients, acting as an advisor and technical champion.
* Identify and communicate customer feedback, product gaps, and improvement opportunities to BU and product teams.
*
* Required Qualifications:

*** Bachelor’s degree in a technical field or equivalent experience demonstrating advanced expertise.
* US. Citizenship with active Secret clearance.
* Industry-recognized certifications, including
* CompTIA Security+ (or higher, such as CASP or CISSP).
* Cloud certifications (e.g., AWS Certified Solution Architect, Microsoft Azure Solution Architect, Google Professional Cloud Architect).
* 10+ years of hands-on experience in IT support, cloud architecture, virtualization, or related areas, with a proven record of resolving deeply technical issues and leading support for federal customers.
** Preferred

Skills:

*** Advanced knowledge of cloud-native technologies, containerization, and serverless architectures.
* Deep expertise in networking (VPCs, routing, load balancing, security protocols).
* Strong understanding of data management, including relational and No

SQL databases, data warehousing, and analytics.
* Extensive experience with VMware ESX and designing virtual infrastructures.
* Proven success managing compliance and achieving audit readiness for federal programs.
* Demonstrated ability to…