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

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

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.

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. You will drive permanent fixes, contribute to product improvements, and keep customers’ HPE Private Cloud Enterprise environments operational and secure.

U.S. citizenship is required. Candidates who are clearance-eligible and able to obtain a Secret clearance will be considered.

Security or higher clearance required or ability to obtain clearance. An active Secret clearance is highly preferred.

This is a hybrid role with on-site work required at customer locations in OK, or Dallas, TX, combined with remote telework flexibility.

You must be flexible to work evenings and/or weekends at the customer site when needed.

Up to 25% travel to customer site locations in Montgomery, AL or Oklahoma City, OK.

Following details outline typical responsibilities.

• 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—including 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.

A newly deployed HPE Private Cloud Enterprise system at a customer data center loses…