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Hewlett Packard Enterprise · 1 month ago

Principal Product Support Engineer, Level 4 (Clearance Required - Secret), Oklahoma, Dallas or Houston, TX

Oklahoma City, Oklahoma, United States of America

Full-time

Hybrid

Lead/Staff

$152K/yr - $349K/yr

10+ years exp

Hewlett Packard Enterprise is a global edge-to-cloud leader, transforming how organizations connect, protect, analyze, and act on their data and applications. The Principal Product Support Engineer will provide expert technical support and drive the resolution of complex issues in HPE’s Private Cloud Enterprise environment, primarily serving federal customers.

Data CenterEnterprise SoftwareInformation TechnologyIT ManagementNetwork Security

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

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

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

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

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

Qualification

Cloud certificationsTechnical support expertiseVirtualization technologiesDevOps principlesNetworking expertiseData managementCompliance managementCustomer advocacyProblem-solving abilitiesTechnical documentationMentoring skills

Required

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