Advanced Customer Engineer - Critical Account Team

Advanced Customer Engineer - Critical Account Team

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:

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, core and edge networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure. HPE Networking, is a leading provider of next-generation network access solutions for the enterprise edge

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers. This position will be primarily responsible for working with our Critical Account Program customers. This work includes senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can't fix remotely, customer is frustrated and/or the customer doesn't have the tools needed for data collection.

You must be able to effectively deal with high pressure situations and know how to manage frustrated customers.

The ACE team is highly respected in the organization and is considered a senior level engineering team that is relied upon to get things done others can't. The average tenure with Aruba is approximately 10 years and the average level of industry experience is 15-20 years. You will need to have excellent technical skills in your area of expertise but must also have outstanding communication skills.

You must be able to effectively communicate to company IT executives as well as the front-line engineering staff. You must be willing to learn new technologies and be self-starter when it comes to training. The team is friendly and operates as team, supporting each other as well as the larger services organization. The position requires approximately 10-40% travel as required to do onsite troubleshooting in customer environments.

You will manage your own travel schedule and will be required to be proactive in getting the information you need to be effective when engaging with customers.

Responsibilities:

* Working with our Critical Account Program customers acting as the senior technical resource

* Identifying sub-optimal designs and/or misconfigurations and consulting on plans to correct.

* Working with engineering escalations teams and customers while remote or onsite to identify and troubleshoot issues and/or software or hardware defects

* Build strong customer relationships and become a trusted advisor.

* Build strong relationships across the wider internal organization to increase your knowledge, get faster outcomes and build trust.

* You will be expected to be very collaborative with your teammates and the rest of the team will be expected to do the same. More communication usually provides better outcomes and increases engineering talent's, experience and knowledge levels.

* Requires some travel that should not exceed 40%. Travel varies based on time of year, software release cycles and new hardware releases.

* This position can be anywhere in the US. Exact location is not important as long as you are close to a major airport.

Education and Experience

Required:

* Bachelor's degree in…