HPE Aruba Networking · 1 day ago
Lead Escalation Engineer
San Jose, CA
Full-time
Onsite
Lead/Staff
$172K/yr - $349K/yr
8+ years expHewlett Packard Enterprise is a global edge-to-cloud company that is advancing the way people live and work. The Lead Escalation Engineer will resolve customer issues by partnering with various functional leads, manage escalations, and ensure effective communication throughout the process.
Communication HardwareEnterprise SoftwareMobileWireless
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 8+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role
8+ years of experience with cloud computing vendors: AWS, Azure, Google Cloud
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
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
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
HPE Aruba Networking
HPE Aruba Networking provides access management, network infrastructure and mobility application solutions for mobile enterprise networks. It is a sub-organization of HP.
5001-10000 employees
H1B Sponsorship
HPE Aruba Networking 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
$96.5MKey Investors
Artis VenturesWK Technology FundTrinity Ventures
2015-03-02Acquired
2007-03-27IPO
2005-10-24Series D· $25M
Leadership Team
David Hughes
SVP, SASE and Security, HPE Networking
Damon Ennis
GM & VP SD-WAN
Recent News
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