Hewlett Packard Enterprise · 1 day ago
Lead Escalation Engineer
San Jose, California, United States of America
Full-time
Onsite
Lead/Staff
$183K/yr - $370K/yr
10+ years expHewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. The Lead Escalation Engineer will resolve customer issues by partnering with various functional leads and developing prioritized action plans to manage escalations effectively.
Data CenterEnterprise SoftwareInformation TechnologyIT ManagementNetwork Security
Responsibilities
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
Qualification
Required
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
Prefer Bachelor's Degree in Science/Engineering or equivalent experience
Ideal candidates will have at least 10+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role
10+ plus years of experience with cloud computing vendors: AWS, Azure, Google Cloud
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 escalate and seek resolution on product issues as well as provide customer requirements for future product releases
Preferred
An AWS certification is a big plus
Cloud Architectures
Cross Domain Knowledge
Design Thinking
Development Fundamentals
DevOps
Distributed Computing
Microservices Fluency
Full Stack Development
Release Management
Security-First Mindset
User Experience (UX)
Benefits
Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion
Company
Hewlett Packard Enterprise
Hewlett Packard Enterprise is an edge-to-cloud company that uses comprehensive solutions to accelerate business outcomes.
10001+ employees
H1B Sponsorship
Hewlett Packard Enterprise has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (532)
2024 (585)
2023 (591)
2022 (523)
2021 (551)
2020 (398)
Funding
Current Stage
Public CompanyTotal Funding
$2.85BKey Investors
Elliott Management Corp.
2025-04-15Post Ipo Equity· $1.5B
2024-09-10Post Ipo Equity· $1.35B
2015-11-02IPO
Leadership Team
Fidelma Russo
EVP & GM, Hybrid Cloud and Chief Technology Officer
Marie Myers
Chief Financial Officer
Recent News
The Register
2026-01-06
Company data provided by crunchbase