Advanced Customer Engineer, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
United States

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

122000.00 - 231000.00 USD / Year

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Job Description:

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers. This position will be primarily responsible for working with our Critical Account Program customers. This work includes, senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection. You must be able to effectively deal with high pressure situations and know how to manage frustrated customers. In addition, you will also work with our premium services portfolio customers facilitating a first-class customer experience. This will include but is not limited to onboarding new customers into our premium services model, escalated post-sales support working as part of a senior engineering resolution team, tools development to enable faster and better support outcomes and working in conjunction with our software engineering team either remotely and/or onsite for troubleshooting, diagnosis and remediation of product, network design and or implementation issues.

Job Responsibility:

Working with our Critical Account Program customers acting as the senior technical resource
Working with our premium services customers for onboarding as well as provide ongoing care and feeding them based on the premium services level that they have purchased
Identifying suboptimal designs and/or misconfigurations and consulting on plans to correct
Working with engineering escalations team and customers while remote 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 your knowledge, get faster outcomes and build trust
You will be expected to be very collaborative with the team and the rest of the team will be expected to do the same
Requires some travel that should not exceed 50%

Requirements:

Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience
Typically, 10+ years’ experience
A deep understanding of one or more of the following areas of enterprise networking: Modern enterprise network design, implementation and troubleshooting, including DNS, DHCP, spanning tree, network access control technologies, including 802.1X, IGRP routing protocols and remote access technologies including IPSec and/or SSL VPN
WAN/Data Center Design including IGRP and EGRP Routing Protocols, Spine/Leaf topologies and virtualization technologies
802.11 wireless solutions, including design, implementation and troubleshooting in all current industry protocols including 802.11b, 802.11g, 802.11a, 802.11n, 802.11ac and 802.11ax
Security solutions, including IPSec, SSL/TLS, Public Key Infrastructure/Certificates, 802.1X, radius and LDAP directories, as well as how they are implemented in networking environments to meet the needs of the modern enterprise
Using, evaluating, and developing appropriate engineering design tools and software packages
Excellent analytical and problem-solving skills
Conducting reviews of customer configurations and quickly identifying issues
Strong history of troubleshooting with customers in your current or past roles
Vendor and/or Industry certifications are a plus but not required
Must have demonstrated the ability to pick up additional skillsets outside of comfort zone
Excellent written and verbal communication skills
mastery in English and local language
Ability to effectively communicate and build relationships primarily with customer engineers but also across all levels of customer organizations up to the executive level
Must be willing to work as part of larger team as needed
Flexibility, adaptability and a positive attitude are a must

Nice to have:

Cloud Architectures
Cross Domain Knowledge
Design Thinking
Development Fundamentals
DevOps
Distributed Computing
Microservices Fluency
Full Stack Development
Security-First Mindset
User Experience (UX)

What we offer:

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Additional Information:

Job Posted:
June 11, 2025

Expiration:
October 27, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Advanced Customer Engineer