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

Principal Product Support Engineer, Level 4

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.

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.

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.

• Engineering Liaison & Escalation Management
• Deep Technical Troubleshooting (Hands-On)
• Observability, Monitoring & Operational Tooling
• Field Team Enablement & Training
• Federal Compliance & Security
• Technical Requirements & Product Improvement
• Customer Engagement & Communication
• Mentorship & Knowledge Transfer

• U.S. Citizenship (required without exception)
• Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience
• 10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support — with demonstrated depth in at least three of the following domains:
• VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt — both are relevant; KVM experience is highly desired
• Kubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)
• Linux systems administration and live troubleshooting (Red Hat, Ubuntu, or similar)
• Enterprise networking (routing, switching, VLANs, overlay networks, load balancing, firewalls)
• Windows Server in hybrid/AD environments
• Hybrid or on-premises cloud infrastructure
• Proven, hands-on troubleshooting experience across the full infrastructure stack — direct access to production environments, log analysis, and live system debugging spanning bare metal, hypervisor, networking, and application layers are daily requirements of this role.
• Proven experience interfacing between field/support teams and engineering or product organizations, including writing structured defect reports
• Strong written communication skills: able to produce engineering-quality defect reports and executive-readable incident summaries
• Experience with enterprise monitoring/observability platforms (Ops Ramp, Prometheus, Grafana, or equivalent) and ITSM ticketing systems (Service Now or equivalent)

• KVM/libvirt hands-on experience, or demonstrated ability to rapidly transition between hypervisor platforms
• VMware certifications: VCP-DCV, VCAP, or higher
• Certified Kubernetes Administrator (CKA) or Certified Kubernetes Application Developer (CKAD)
• Red Hat certifications: RHCSA or RHCE
• CompTIA Security+ or higher (CASP+, CISSP)
• Cloud certifications (AWS Solutions Architect, Azure Administrator, GCP Associate) — valuable for hybrid environment context
• Experience with DISA STIGs, NIST 800-53, or other federal security frameworks in an operational (not solely advisory) capacity
• Experience supporting federal or DoD programs in a customer-facing technical role
• Experience training or enabling large field teams on complex platforms — producing runbooks, SOPs, or leading technical onboarding programs
• Familiarity with HPE Private Cloud Enterprise, HPE Green Lake, or HPE Synergy platforms
• Experience with Infrastructure as Code tooling (Terraform, Ansible) and CI/CD pipelines
• Data management experience: relational and No
  
  SQL databases, storage architecture