Lead Escalation Engineer

Lead Escalation Engineer

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

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 value diverse backgrounds and provide flexible work arrangements. 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.

Aruba is an HPE Company, a leading provider of next‑generation network access solutions for the mobile enterprise. It helps some of the largest companies in the world modernize their networks to meet the demands of a digital future, redefining the “Intelligent Edge” and creating new customer experiences across intelligent spaces and digital work spaces.

As a Lead Escalation Engineer you will partner with cross‑functional teams to resolve complex customer issues, drive escalation management, and implement corrective actions. You will maintain a prioritized Issue List, communicate status, and ensure customers are heard throughout the escalation process.

• Resolve customer issues by partnering with functional leads in Engineering, Product Management, TAC, Sales, and others.
• Develop and maintain a prioritized Issue List and Action Plan to manage escalations and drive resolution.
• Assess and evaluate the criticality of each situation and report on status.
• Develop and communicate periodic reports on milestones.
• Ensure customer is heard throughout the escalation process.
• Hold scheduled conference calls with assigned customer accounts.
• Educate and promote best practices for leveraging Aruba Cloud Engineering solutions.
• Plan, coordinate, and manage multiple activities and issues simultaneously from inception to resolution.
• Use strong verbal, written, and presentation skills, leading and managing customers through challenging issues to successful resolution.
• Lead and work with cross‑functional teams for investigation, root‑cause analysis, and corrective/preventative actions.
• Leverage your technical background to understand wide‑ranging support issues and ask discriminating questions.
• Assess business impact quickly and gather the appropriate resources to drive resolution.
• Manage crisis situations effectively.
• Apply data‑driven problem‑solving skills.
• Flourish in a fast‑paced, dynamic, and global environment.
• Drive innovation and maintain an innovative mindset.

• Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution.
• Excellent verbal, written, and presentation skills with experience leading customers through challenging issues to successful resolution.
• Effective leader for cross‑functional teams in investigation, root‑cause analysis, and corrective/preventative actions.
• Strong technical background to understand wide‑ranging support issues and ask discriminating questions.
• Ability to assess business impact quickly and gather the right resources.
• Effectively manage crisis situations.
• Data‑driven problem‑solving skills.
• Thrives in a fast‑paced, dynamic, and global environment.

• Prefer Bachelor's Degree in Science/Engineering or equivalent experience.
• At least 8+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role.
• 8+ years of experience with cloud computing vendors: AWS, Azure, Google Cloud.
• AWS certification is a plus.
• Familiarity with Java or Python.
• Knowledge of L2/L3 switching, TCP/IP, UDP/IP, IPv4, IPv6, 802.11 standards.
• Experience interfacing directly with engineering teams to escalated product issues and provide customer requirements.

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, Dev Ops, Distributed…