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

Overview

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 how 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. We value varied backgrounds and flexibility to manage work and personal needs. This role is based in the United States and involves hybrid on-site work with remote telework flexibility.

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 across the full infrastructure stack, including bare metal, hypervisors, networking, containerized workloads, and application-layer issues. You may access nodes directly, review system logs, and diagnose live production environments.

• Serve as the primary engineering escalation point for on-site support teams; reproduce and isolate root causes, and deliver structured defect reports with clear reproduction steps for product engineers
• Drive permanent fixes, contribute to product improvements, and keep customer environments operational and secure
• Triaging escalations, owning technical investigations, and validating patches in customer environments before broader rollout
• Translate field symptoms into actionable technical requirements for product and engineering teams
• Train and enable a managed services field engineers on the PCE platform; produce runbooks, conduct technical walkthroughs, and build operational confidence
• Monitor customer environments, triage alerts, and contribute to observability improvements
• Conduct on-site work at customer locations and harden environments to meet DISA STIG requirements; support audit readiness
• Produce customer-facing incident summaries and internal knowledge base articles after major resolutions

Location:

Hybrid role with on-site work at customer locations in Oklahoma or Dallas, TX, combined with remote telework. Must be flexible to work evenings and/or weekends as needed. Travel up to 25% to customer sites in Montgomery, AL or Oklahoma City, OK.

U.S. citizenship is required. Active Secret clearance is highly preferred; candidates who are clearance-eligible and able to obtain Secret clearance will be considered.

• Engage with HPE engineers to write structured defect reports and participate in engineering triage calls
• Develop and validate fixes, patches, and product updates in customer environments
• Document root causes and provide escalation-ready technical information to product teams
• Develop platform onboarding materials, standard operating procedures, and troubleshooting guides for field consumption
• Contribute to the continuous improvement of observability tooling and incident response
• Serve as trusted technical advisor to federal stakeholders; provide clear incident summaries and detailed root-cause analyses

• U.S. Citizenship required
• Active Secret clearance or ability to obtain one
• 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 depth in at least three domains
• Proven ability to troubleshoot across the full infrastructure stack with direct production access, log analysis, and live debugging
• Experience interfacing between field/support teams and engineering/product organizations, including writing defect reports
• Strong written communication; ability to produce engineering-quality defect reports and executive incident summaries
• Experience with enterprise monitoring/observability tools and ITSM ticketing systems

• Hands-on KVM/libvirt or other hypervisor experience
• Relevant certifications (e.g., VMware, CKAD/CKA, RHCSA/RHCE, Security+, cloud certifications)
• Experience with federal security frameworks (DISA STIGs, NIST 800-53) in operational contexts
• Experience supporting federal or DoD programs and training large field teams
• Familiarity with HPE Private Cloud Enterprise, HPE Green Lake, or HPE Synergy
• Experience with Infrastructure as Code (Terraform, Ansible) and CI/CD pipelines
• Data management experience with relational and No
  
  SQL databases

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Job:
Engineering

Job Level: