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Federal Principal Product Support Engineer

United States, Multiple locations Employment contract 152000.00 - 349000.00 USD / Year · Job Posted November 25, 2025
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Job Description

Hewlett Packard Enterprise is seeking a master-level Principal Product Support Engineer (Level 4) to provide expert technical support and drive the resolution of the most complex issues for HPE's Private Cloud Enterprise environment, supporting federal customers. As a technical authority, you will lead troubleshooting, collaborate with BU-level support teams on product enhancements and critical patches, and serve as the escalation point for deeply technical challenges.

Job Responsibility

  • Serve as the top-tier escalation point for the most challenging technical issues within HPE Private Cloud and related technologies
  • Lead in-depth troubleshooting across multi-cloud, virtualization, and infrastructure platforms (AWS, Azure, Google Cloud, VMware ESX, Kubernetes)
  • Collaborate directly with BU engineering teams and managed services personnel to drive resolution of systemic, high-impact issues
  • Develop critical patches and product enhancements
  • Analyze, identify, and architect solutions for recurring or complex customer issues
  • Mentor and guide technical support engineers
  • Work closely with federal customer stakeholders to understand business needs and deliver technical solutions
  • Define, refine, and continuously improve operational processes for cloud service delivery
  • Monitor, analyze, and optimize system performance, security, and reliability
  • Author detailed technical documentation, troubleshooting guides, and process improvements

Requirements

  • Bachelor's degree in a technical field or equivalent experience demonstrating advanced expertise
  • US Citizenship with active Secret clearance
  • Industry-recognized certifications including CompTIA Security+ (or higher, such as CASP or CISSP)
  • Cloud certifications (e.g., AWS Certified Solution Architect, Microsoft Azure Solution Architect, Google Professional Cloud Architect)
  • 10+ years of hands-on experience in IT support, cloud architecture, virtualization, or related areas
  • Proven record of resolving deeply technical issues and leading support for federal customers

Nice to have

  • Advanced knowledge of cloud-native technologies, containerization, and serverless architectures
  • Deep expertise in networking (VPCs, routing, load balancing, security protocols)
  • Strong understanding of data management, including relational and NoSQL databases, data warehousing, and analytics
  • Extensive experience with VMware ESX and designing virtual infrastructures
  • Proven success managing compliance and achieving audit readiness for federal programs
  • Demonstrated ability to lead technical improvement initiatives and root cause analysis in mission-critical environments
  • Exceptional written and verbal communication skills

What we offer

  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Comprehensive benefits suite supporting physical, financial and emotional wellbeing
  • Career development programs

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