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

Hewlett Packard Enterprise-posted 9 days ago

Full-time • Principal

Hybrid • Oklahoma City, OK

5,001-10,000 employees

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Principal Product Support Engineer, Level 4 (Clearance Required - Secret), Oklahoma, Dallas or Houston, TX This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. 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: Hewlett Packard Enterprise is seeking a master-level Principal Product Support Engineer (Level 4) to provide expert technical support and drive the resolution of the most complex issues for HPE’s Private Cloud Enterprise environment, supporting federal customers. As a technical authority, you will lead troubleshooting, collaborate with BU-level support teams on product enhancements and critical patches, and serve as the escalation point for deeply technical challenges. This position requires hands-on proficiency across all relevant technologies, outstanding problem-solving abilities, and a proven track record of delivering solutions in mission-critical environments. U.S. citizenship and an active Secret clearance are required. Hewlett Packard Enterprise is a global edge-to-cloud leader, transforming how organizations connect, protect, analyze, and act on their data and applications. Our team is dedicated to accelerating innovation while promoting a culture of inclusion and flexibility. US Citizenship required Clearance: Security or higher required Location: This is a hybrid role with on-site work required at customer locations in Ok or Dallas, TX , combined with remote telework flexibility. Must be flexible to work evenings and/or weekends at customer site when needed Travel: Up to 25% to Montgomery Al or Oklahoma

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. 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.
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.

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.

Advanced knowledge of cloud-native technologies, containerization, and serverless architectures.
Deep expertise in networking (VPCs, routing, load balancing, security protocols).
Strong understanding of data management, including relational and NoSQL databases, data warehousing, and analytics.
Extensive experience with VMware ESX and designing virtual infrastructures.
Proven success managing compliance and achieving audit readiness for federal programs.
Demonstrated ability to lead technical improvement initiatives and root cause analysis in mission-critical environments.
Exceptional written and verbal communication skills, able to convey complex information clearly to technical and non-technical audiences.

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

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