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

Join to apply for the Principal Product Support Engineer, Level 4 (Clearance Required - Secret), Oklahoma, Dallas or Houston, TX role at Hewlett Packard Enterprise.

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This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.
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.

Hewlett Packard Enterprise is seeking 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. As a technical authority, 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. This position 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.

U.S. Citizenship Required

Clearance:
Security or higher required

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 Montgomery or Oklahoma

• 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 drive resolution of 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. This is a customer facing role.
• 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…