Advanced Customer Engineer at Hewlett Packard Enterprise

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud Computing, IT ServicesIndustries

Requirements

Senior level experience (average industry experience 15-20 years, average tenure ~10 years)
Excellent technical skills in area of expertise
Outstanding communication skills, able to communicate effectively with company IT executives and front-line engineering staff
Ability to effectively deal with high-pressure situations and manage frustrated customers
Willingness to learn new technologies and be a self-starter in training
Ability to work collaboratively as part of a team
Willingness to travel 25-50% (manage own travel schedule, proactive in engagements)
Located in the Western Half of the US
Remote/teleworker (primarily work from home)

Responsibilities

Work with Critical Account Program customers as the senior technical resource, including senior level case oversight/review
Facilitate software engineering needs for defects
Provide remote and/or fly-and-fix support for issues that standard support teams cannot resolve remotely, when customers are frustrated or lack data collection tools
Work with premium services portfolio customers to facilitate first-class experience, including onboarding new customers
Provide escalated post-sales support as part of a senior engineering resolution team
Develop tools to enable faster and better support outcomes
Work with software engineering team remotely and/or onsite for troubleshooting, diagnosis, and remediation of product, network design, and/or implementation issues
Identify suboptimal designs and/or misconfigurations and consult on plans to correct them
Work with engineering escalations team and customers remotely or onsite to identify and troubleshoot bugs
Build strong customer relationships and become a trusted advisor
Build strong relationships across the wider internal organization to increase knowledge, get faster outcomes, and build trust
Be very collaborative with the team and the rest of the High Touch Services organization

Skills

Key technologies and capabilities for this role

Software EngineeringDefect ResolutionRemote SupportOnsite SupportData CollectionCustomer OnboardingEscalated SupportTools DevelopmentTroubleshootingCustomer Management

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this role is designated as ‘Remote/Teleworker’, meaning you will primarily work from home, and it can be located anywhere in the Western Half of the US.

What is the salary for this Advanced Customer Engineer role?

This information is not specified in the job description.

What skills are required for this position?

Candidates need excellent technical skills in their area of expertise, outstanding communication skills to interact with executives and staff, ability to handle high-pressure situations with frustrated customers, and a willingness to learn new technologies as a self-starter.

What is the company culture like at HPE?

HPE's culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, encourages bold moves together, and embraces career growth.

What makes a strong candidate for this role?

Strong candidates have senior-level experience (average team tenure 10 years, industry experience 15-20 years), proven ability to handle critical customer issues under pressure, excellent technical and communication skills, and a team-oriented self-starter mindset.

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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