Technical Support Representative providing high quality telephone technical support and problem resolution for customers. Assisting with account - related issues and collaborating with team for performance maximization.
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Hybrid Principal Product Support Engineer, Level 4 – Clearance Required, Secret
Posted 4 months ago
About the role
- Master-level Principal Product Support Engineer providing expert technical support for HPE’s Private Cloud Enterprise. Leading troubleshooting efforts and collaborating with teams for federal customers, requiring Secret clearance.
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.
- 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 DevOps 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.
Requirements
- Bachelor’s degree in a technical field or equivalent experience demonstrating advanced expertise.
- U.S. 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.
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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