Deliver tailored post - sales software services to local accounts while maintaining high satisfaction through issue resolution and proactive monitoring
HE
Hybrid Principal Product Support Engineer, Clearance Required - Secret
Posted 55 minutes ago
About the role
- Principal Product Support Engineer serving as the primary technical liaison for federal customer teams. Focused on hands-on infrastructure support and troubleshooting across technology layers.
Responsibilities
- Act as the primary conduit between on-site support teams and HPE BU engineering — translating field observations into well-structured defect reports, feature requests, and technical requirements
- Own escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closure
- Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging
- Work within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSM
- Train and enable a managed services team of field engineers — producing runbooks, delivering technical walkthroughs, and building their operational readiness
- Lead DISA STIG compliance efforts — implementation, verification, and documentation
- Serve as the trusted technical advisor to federal stakeholders — provide clear, accurate communication during incidents and escalations
Requirements
- 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 — with demonstrated depth in at least three of the following domains: VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt
- Kubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)
- Linux systems administration and live troubleshooting
- Enterprise networking
- Windows Server in hybrid/AD environments
- Proven, hands-on troubleshooting experience across the full infrastructure stack
- Strong written communication skills: able to produce engineering-quality defect reports and executive-readable incident summaries
- Experience with enterprise monitoring/observability platforms and ITSM ticketing systems
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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Principal Product Support Engineer ensuring technical support between federal customer teams and HPE engineering. Managing escalations and resolving issues across diverse infrastructure environments.
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