Principal Product Support Engineer, Level 4 (Clearance Required - Secret), Oklahoma City, Oklahoma, Dallas or Houston, TX, Montgomery, AL

About the role

Hewlett Packard Enterprise is seeking a Principal Product Support Engineer (Level 4) to serve as the primary technical bridge between on-site federal customer teams and HPE’s Business Unit engineering organization. This is a senior field-engineering position, not a traditional support or escalation-management role.

Responsibilities

• Act as the primary conduit between on-site support teams and HPE BU engineering — translating field observations into well-structured defect reports, feature requests, and technical requirements.
• Own escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closure.
• Participate in engineering standups, triage calls, and sprint reviews to represent field and customer priorities.
• Validate engineering fixes, patches, and product updates in customer environments before production rollout.
• 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.
• Identify gaps in dashboards, alerting thresholds, and operational visibility; write Jira tickets and requirements to drive improvements through the engineering team.
• Contribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence.
• 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.

Qualifications

• 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 — both are relevant; KVM experience is highly desired
• Kubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)
• Linux systems administration and live troubleshooting (Red Hat, Ubuntu, or similar)
• Enterprise networking (routing, switching, VLANs, overlay networks, load balancing, firewalls)
• Windows Server in hybrid/AD environments
• Hybrid or on-premises cloud infrastructure
• 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

• Proven 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)

Benefits

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Pay

Commensurate with experience

Schedule

Hybrid role with on-site work required at customer locations in OK, or Dallas, TX, combined with remote telework flexibility. Must be flexible to work evenings and/or weekends at customer site when needed.