Sr. Network Engineer; Serviceability

Sr. Network Engineer (Serviceability) Location

This is a remote position; however, candidates residing near an HPE office may work a hybrid schedule (up to 3 days in office).

We are seeking a highly technical, customer-obsessed networking expert to lead the identification, prioritization, and advocacy of product serviceability and supportability improvements across HPE Networking and HPE Juniper Networking portfolios. This role sits at the intersection of Serviceability, Technical Support, Voice of the Customer, NPI, Product Management, and Engineering, and is accountable for turning field pain points, support case trends, escalations, and customer feedback into actionable product requirements, serviceability enhancements, and measurable customer experience improvements.

This is a senior technical contributor role for a leader who can credibly assess architecture, troubleshoot ability, diagnosability, operational workflows, and product readiness across complex networking domains including routing, switching, cloud‑managed networking, SD‑WAN, security‑adjacent workflows, and AI‑driven support experiences.

The ideal candidate brings deep hands‑on experience with HPE Juniper Networking platforms such as ACX Series Routers, EX Series, MX Series, PTX Series, QFX Series, SASE/SSE, SRX Firewalls, SSR Series, network management systems (Apstra/Mist), and Wireless with the technical breadth to expand into Aruba platforms as the role matures.

• Serve as the technical authority for identifying and prioritizing the most impactful serviceability and supportability gaps affecting customer experience, support efficiency, and product quality.
• Analyze product and customer experience signals across transactional support case surveys, Voice of the Customer comments, support cases, escalations, product usage trends, and post‑mortem findings to identify systemic issues and improvement opportunities.
• Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering.
• Partner with Product Management and Engineering to ensure supportability becomes a core design consideration in future releases, including diagnostics, logging, observability, troubleshooting workflows, recovery mechanisms, operational tooling, and support readiness.
• Lead structured forums with Support, Product Management, Engineering, and NPI Program Managers to review, refine, and prioritize serviceability enhancement requests.
• Drive closed‑loop action planning by connecting Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements.
• Influence roadmap direction with a focus on reducing avoidable support cases, improving time‑to‑resolution, enabling self‑driving network experiences, and increasing product reliability and operational simplicity.
• Develop executive‑ready narratives and readouts that connect technical serviceability gaps and Voice of the Customer trends to business impact, customer outcomes, and Product Management priorities.
• Act as the customer and support advocate in cross‑functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions.
• Help define the frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes.

This role will initially focus on HPE Juniper Networking technologies and adjacent customer experiences, including:

• ACX Series Routers
• EX Series
• MX Series
• PTX Series
• QFX Series
• SASE/SSE
• Session Smart Router / SD‑WAN
• Software/NMS (Apstra, Junos, Junos EVO, Mist)
• SRX Firewalls

Over time, the role is expected to expand across broader HPE Networking portfolios, including HPE Aruba Networking platforms and cloud‑managed experiences.

• Bachelor’s degree in Electrical Engineering, Networking, or a related technical discipline.
• Significant experience in advanced networking engineering, escalation engineering, product supportability, technical support, or a…