About this role

Serve as the primary technical bridge between on-site federal customer teams and HPE’s Business Unit engineering organization
Act as the primary conduit between on-site support teams and HPE BU engineering
Own escalations that have exceeded Level 3 resolution capacity
Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis
Train and enable a managed services team of field engineers
Document and communicate product gaps, field-observed defects, and enhancement opportunities

U.S. Citizenship (required without exception)
Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience
10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support
Proven experience interfacing between field/support teams and engineering or product organizations
Strong written communication skills
Experience with enterprise monitoring/observability platforms (OpsRamp, Prometheus, Grafana, or equivalent) and ITSM ticketing systems (ServiceNow or equivalent)

Principal Product Support Engineer, Level 4 – Clearance Required: Secret

Key skills