Lead Escalation Engineer

Hewlett Packard Enterprise•San Jose, CA

1d•Hybrid

About The Position

Lead Escalation Engineer This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the “Intelligent Edge” – and creating new customer experiences across intelligent spaces and digital workspaces. What You’ll Do 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 Who You Are 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 Have innovative mind set and drive innovation

Requirements

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
Have innovative mind set and drive innovation
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.
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
Experience interfacing directly with engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.

Nice To Haves

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)

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

Benefits

Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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