Principal Product Support Engineer Jobs

Hewlett Packard Enterprise

Location:
United States, Oklahoma City ▼
Dallas
Houston

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

152000.00 - 349000.00 USD / Year

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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. This position requires hands-on proficiency across all relevant technologies, outstanding problem-solving abilities, and a proven track record of delivering solutions in mission-critical environments.

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 and develop critical patches and product enhancements
Analyze, identify, and architect solutions for recurring or complex customer issues, ensuring permanent resolution and knowledge transfer
Demonstrate mastery across all supported platforms, infrastructure, and technologies, acting as the subject matter expert for internal teams and federal customers
Develop and review automated solutions leveraging DevOps principles, CI/CD pipelines, and Infrastructure as Code
Lead compliance efforts for DISA STIGs and other federal standards, ensuring audit readiness and system hardening
Mentor and guide technical support engineers, sharing expertise and ensuring best practices are followed across teams
Work closely with federal customer stakeholders to understand business needs, translate requirements, and deliver innovative technical solutions
Engage regularly with product management, engineering, and BU teams to influence and prioritize product fixes, enhancements, and updates
Define, refine, and continuously improve operational processes for cloud service delivery and product support
Monitor, analyze, and optimize system performance, security, and reliability for federal customer environments
Author highly detailed technical documentation, troubleshooting guides, and process improvements for internal and external use
Relate project risks, recurring technical challenges, and opportunities to broader organizational and BU goals
Build and maintain trusted relationships with federal clients, acting as an advisor and technical champion
Identify and communicate customer feedback, product gaps, and improvement opportunities to BU and product teams

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, with a 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, able to convey complex information clearly to technical and non-technical audiences

What we offer:

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion culture
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Additional Information:

Job Posted:
December 01, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Principal Product Support Engineer