Federal Principal Product Support Engineer, (Clearance Required - Secret), Oklahoma City, OK, Dallas or Houston, TX or Montgomery, AL

About the role

This role serves as the primary technical bridge between on-site federal customer teams and HPE’s Business Unit engineering organization. It involves deep technical troubleshooting, engineering liaison, and escalations management.

Responsibilities

• Engage directly with HPE engineers to write structured defect reports with reproduction steps, attend engineering triage calls, and validate patches in customer environments before broader rollout.
• Translate field-observed symptoms into actionable technical requirements for product and engineering teams.
• Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging.
• Work within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSM.
• Contribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence.
• Support system hardening, audit preparation, and continuous compliance monitoring for federal customer environments.
• Document and communicate product gaps, field-observed defects, and enhancement opportunities to product management and BU teams.
• Train and enable a managed services team of field engineers — producing runbooks, delivering technical walkthroughs, and building their operational readiness.
• Lead knowledge transfer sessions following major resolutions to prevent recurrence.

Requirements

• U.S. Citizenship (required without exception)
• Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience
• 10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support — with demonstrated depth in at least three of the following domains:
• VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt
• Kubernetes and containerized workloads
• Linux systems administration and live troubleshooting
• Enterprise networking
• Windows Server in hybrid/AD environments
• Hybrid or on-premises cloud infrastructure

Qualifications

• Proven, hands-on troubleshooting experience across the full infrastructure stack — direct access to production environments, log analysis, and live system debugging spanning bare metal, hypervisor, networking, and application layers are daily requirements of this role.
• Proven experience interfacing between field/support teams and engineering or product organizations, including writing structured defect reports.
• Strong written communication skills: able to produce engineering-quality defect reports and executive-readable incident summaries.
• Experience with enterprise monitoring/observability platforms (OpsRamp, Prometheus, Grafana, or equivalent) and ITSM ticketing systems (ServiceNow or equivalent).

Skills

• Technical depth across multiple layers of the stack is a core requirement; you will be expected to access nodes directly, review system logs, and diagnose live production environments.
• Ability to access and troubleshoot production environments directly.
• Hands-on experience with virtualization, containers, operating systems, networking, and cloud/hybrid infrastructure.
• Experience with enterprise monitoring/observability tools and ITSM ticketing systems.
• Ability to translate field-observed symptoms into precise, reproducible problem statements.
• Strong written communication skills to produce engineering-quality defect reports and executive-readable incident summaries.

Benefits

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional wellbeing. Specific programs cater to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.