Principal Product Support Engineer, Level 4; Clearance Required - Secret), Oklahoma, Dallas

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

Hewlett Packard Enterprise (HPE) is a 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. Our culture thrives on finding new and better ways to accelerate what’s next, and we value diverse backgrounds and flexible work arrangements.

We are looking for 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. 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. The role 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.

• 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 resolve 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.

• 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 Dev Ops principles, CI/CD pipelines, and Infrastructure as Code.
• Lead compliance efforts for DISA STIGs and other federal standards, ensuring audit readiness and system hardening.

• 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.
• Engage regularly with product management, engineering, and BU teams to influence and prioritize product fixes, enhancements, and updates.

• 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.

• 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.
• U.S. citizenship with active Secret clearance.
• Industry‑recognized certifications, including CompTIA Security+, CASP, CISSP, or other security‑focused credentials.
• Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Azure Solutions 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…