Lead Escalation Engineer

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.

• 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

• 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

• 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

• Cloud Architectures
• Cross Domain Knowledge
• Design Thinking
• Development Fundamentals
• Dev Ops
• Distributed Computing
• Microservices Fluency
• Full Stack Development
• Release…