Principal Engineer - Advanced Customer Engineering (ACE) at Hewlett Packard Enterprise

California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Senior level engineering experience (average industry experience 15-20 years)
Excellent technical skills in area of expertise
Outstanding communication skills to engage 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 manage own travel schedule with 25-50% travel (remote or onsite support)
Location in the Western Half of the US
Proactive in gathering information for effective customer engagements

Responsibilities

Work with Critical Account Program customers as the senior technical resource, including senior level case oversight/review
Facilitate software engineering needs for defects and provide remote/fly-and-fix support for issues support team can't resolve remotely
Work with premium services portfolio customers: onboarding new customers, escalated post-sales support as part of senior engineering resolution team
Develop tools to enable faster and better support outcomes
Collaborate with software engineering team remotely or onsite for troubleshooting, diagnosis, and remediation of product, network design, or implementation issues
Identify suboptimal designs/misconfigurations and consult on correction plans
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 for knowledge sharing, faster outcomes, and trust
Be collaborative with the team and the rest of the Premium Services organization

Skills

software engineering

customer support

troubleshooting

escalation management

tools development

remote support

data collection

post-sales support

onboarding

case oversight

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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