Federal Principal Product Support Engineer; Clearance Required - Secret), Oklahoma , OK, Dallas

Position: Federal Principal Product Support Engineer, (Clearance Required - Secret), Oklahoma City, OK, Dallas
Federal Principal Product Support Engineer  HPE is seeking a Principal Product Support Engineer (Level
4) to serve as the primary technical bridge between on-site federal customer teams and HPE's Business Unit engineering organization.
Role nature:
This is a senior field-engineering position, not a traditional support or escalation-management role. You will work hands-on across the full infrastructure stack from bare metal and hypervisors to networking, containerized workloads, and application-layer issues. Technical depth across multiple layers of the stack is a core requirement; you will be expected to access nodes directly, review system logs, and diagnose live production environments.
How escalations work:
You serve as the primary engineering escalation point for on-site support teams. When a field team surfaces a vague symptom "this service isn't responding" you take ownership: filter the noise, reproduce and isolate the root cause, and deliver a structured defect report with clear reproduction steps that HPE's product engineers can act on immediately. You will drive permanent fixes, contribute to product improvements, and keep customers' HPE Private Cloud Enterprise environments operational and secure.
US Citizenship required
Clearance:
Security or higher required or ability to obtain clearance

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 customer site location at Montgomery, AL or Oklahoma City, OK
Security clearance: U.S. citizenship is required. An active Secret clearance is highly preferred; candidates who are clearance-eligible and able to obtain a Secret clearance will be considered.
Core Responsibilities  
1. Engineering Liaison & Escalation Management   Act as the primary conduit between on-site support teams and HPE BU engineering translating field observations into well-structured defect reports, feature requests, and technical requirements
Own escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closure
Participate in engineering standups, triage calls, and sprint reviews to represent field and customer priorities
Validate engineering fixes, patches, and product updates in customer environments before production rollout
2. Deep Technical Troubleshooting (Hands-On)   Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging:
Virtualization: VMware ESXi, vCenter, vSAN, NSX and KVM/libvirt (like HPE Morpheus VM Essentials)
Containers & Orchestration:
Kubernetes (pod networking, persistent storage, ingress, cluster lifecycle)
Operating Systems:
Linux (kernel, systemd, storage subsystems, networking primary platform) and Windows Server (AD, DNS, Group Policy)
Networking: TCP/IP, VLANs, routing protocols, overlay networks (VXLAN), load balancers, firewalls, east-west datacenter traffic
Cloud/Hybrid: AWS, Azure, GCP integration with on-premises HPE Private Cloud environments
Identify root causes for recurring issues; architect permanent resolutions and drive systemic fixes through engineering
3. Observability, Monitoring & Operational Tooling   Work within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSM
Identify gaps in dashboards, alerting thresholds, and operational visibility; write Jira tickets and requirements to drive improvements through the engineering team
Contribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence
4. Field Team Enablement & Training   Train and enable a managed services team of field engineers producing runbooks, delivering technical walkthroughs, and building their operational readiness
Develop platform onboarding materials, standard operating procedures, and troubleshooting guides for field consumption
Be a force multiplier: success means the field team escalates less over time, not more
5. Federal Compliance & Security  …