Senior Escalation Engineer
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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 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.
Job Description:
Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some of 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. Join us redefine what’s next for you.
What you’ll do:
Job Family Definition:
The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE’s portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools.
Aruba is looking for a talented senior Escalation engineer who will play a critical customer service role within Aruba's Cloud Engineering organization, working internally with our Sales, TAC, Product Management, and Engineering teams, as well as externally with customers and partners, to troubleshoot, identify and resolve product or configuration problems and drive the resolution of issues.
Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer relationship with senior management.
Management Level Definition:
HPE Aruba networking is looking for a talented senior Escalation engineer who will play a critical customer service role within Aruba's Cloud Engineering organization, working internally with our Sales, TAC, Product Management, and Engineering teams, as well as externally with customers and partners, to troubleshoot, identify and resolve product or configuration problems and drive the resolution of issues.
Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer relationship with senior management.
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
Knowledge and Skills:
- 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
- Project Management, formal project management training is a plus
- Experience interfacing directly with engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.
What you need to bring:
Education and Experience Required:
- Prefer Bachelor's Degree in Science or Engineering
- 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 Microservices, Kubernetes and Containers/Dockers.
- Ideal candidates will have at least 5 years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role.
Additional Skills:
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)
What We Can Offer You:
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.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Let's Stay Connected:
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Job:
Engineering
Job Level:
TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
Top Skills
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology.
More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
