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

Job Overview

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.

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.

A typical week in this role involves:

• Receiving escalations from on‑site Level 1–3 teams, triaging root cause hands‑on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service‑level debugging.
• Engaging directly with HPE engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rollout.
• Translating field‑observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statements.
• Training and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidence.
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements.
• Conducting on‑site work at customer locations.
• Hardening environments to DISA STIG requirements and supporting audit readiness activities.
• Producing customer‑facing incident summaries and internal knowledge base articles after each major resolution.

Example scenario: A newly deployed HPE Private Cloud Enterprise system at a customer data center loses connectivity to its identity provider following a power cycle. SSO is broken for downstream services. On‑site Level 1–3 teams have exhausted their troubleshooting scope and escalated to you with initial findings but no root cause. The failure mode remains ambiguous — it could be a network issue, a service startup ordering problem, a misconfigured hypervisor, or a failed application component.

You are expected to assess the incoming escalation, access the affected environment directly, trace the authentication flow across the relevant stack layers, and isolate the failed component. Where the issue requires deeper product knowledge, you will engage directly with the relevant HPE Business Unit engineers — serving as the technical bridge between the field and engineering — and drive the problem to resolution.

You will then deliver a clear written summary of root cause and resolution steps to ensure the fix is documented and actionable for future recurrence.

• 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…