📍 Job Overview

• Job Title: Senior Customer Escalation Engineer – Next-Gen Networking
• Company: Hewlett Packard Enterprise
• Location: Aguadilla, Puerto Rico, Puerto Rico
• Job Type: Hybrid (2 days per week in an HPE office)
• Category: Engineering
• Date Posted: 2025-06-26
• Experience Level: 5-10 years
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Lead multiple project teams responsible for designing, developing, and managing complex networking products and platforms.
• Provide domain-specific expertise and overall software systems leadership to cross-organization projects.
• Collaborate with internal and outsourced development partners to ensure project success.
• Drive innovation by integrating new technologies into projects and activities.
• Mentor and guide less-experienced staff members.

💻 Primary Responsibilities

• Project Leadership: Lead multiple project teams responsible for all stages of design and development for complex products and platforms, including solution design, analysis, coding, testing, and integration.
• Partner Management: Manage and expand relationships with internal and outsourced development partners on software systems design and development.
• Quality Assurance: Review and evaluate designs and project activities for compliance with systems design and development guidelines and standards, providing tangible feedback to improve product quality and mitigate failure risk.
• Cross-Organization Collaboration: Provide domain-specific expertise and overall software systems leadership and perspective to cross-organization projects, programs, and activities.
• Innovation: Drive innovation and integration of new technologies into projects and activities in the software systems design organization.
• Mentoring: Provide guidance and mentoring to less-experienced staff members.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Computer Science, Information Systems, or Electronics Engineering.

Experience:

• 6-10 years of experience in networking, with a focus on network device management and deployment (routing, switching, and firewall devices).
• Proven experience in network troubleshooting and using multiple software systems design tools and languages (Python, routing debugging operating systems, scripting devices).

Required Skills:

• Excellent written and verbal communication skills, with mastery in English and local language.
• Strong analytical and problem-solving skills.
• Experience in overall architecture of software systems for products and solutions.
• Designing and integrating software systems running on multiple platform types into overall architecture.
• Evaluating forms and processes for software systems testing and methodology, including writing and execution of test plans, debugging, and testing scripts and tools.

Preferred Skills:

• Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, Distributed Computing, Full Stack Development, Microservices Fluency, Security-First Mindset, Solutions Design, Testing & Automation, User Experience (UX).

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not specified for this role.
• Technical Documentation: Not specified for this role.

💵 Compensation & Benefits

Salary Range:

• The salary range for this role in Puerto Rico is approximately $100,000 - $120,000 USD per year, based on local market standards and the required experience level. This estimate is derived from regional salary surveys and industry benchmarks for senior networking roles.

Benefits:

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Specific programs catered to helping you reach career goals, whether it's becoming a knowledge expert in your field or applying your skills to another division.
• Unconditional Inclusion: Flexible work arrangements, unconditional inclusion, and a force for good culture.

Working Hours:

• Full-time position with a hybrid work arrangement, working 2 days per week from an HPE office.

🎯 Team & Company Context

🏢 Company Culture

• Industry: Technology, with a focus on edge-to-cloud computing and networking solutions.
• Company Size: Large, global organization with a diverse and inclusive culture.
• Founded: 1939 (as Hewlett-Packard Company), with a rich history of innovation and technological advancements.

📈 Career & Growth Analysis

• Web Technology Career Level: Senior-level role with significant independent judgment and team leadership responsibilities.
• Reporting Structure: Reports directly to the manager of the software systems design organization, with the opportunity to influence cross-functional projects and activities.
• Technical Impact: Directly impacts the technical components of HPE products, solutions, or services, contributing to the overall success of the organization's networking initiatives.

🌐 Work Environment

• Office Type: Hybrid, with an expectation to work on average 2 days per week from an HPE office.
• Office Location(s): Aguadilla, Puerto Rico, with additional locations in San Juan, Puerto Rico.
• Workspace Context: Collaborative workspace with opportunities for cross-functional integration between developers, designers, and stakeholders. Access to development tools, multiple monitors, and testing devices available.
• Work Schedule: Full-time position with a hybrid work arrangement, working 2 days per week from an HPE office, with flexibility for deployment windows, maintenance, and project deadlines.

📄 Application & Technical Interview Process

• Interview Process:
  • Technical preparation recommendations and coding/configuration assessment focus.
  • Web architecture expectations and system design discussion.
  • Web development team interaction and cultural fit assessment.
  • Final evaluation criteria and technical impact discussion.
• Portfolio Review Tips: Not specified for this role.
• Technical Challenge Preparation: Not specified for this role.
• ATS Keywords: Networking, Software Development, Troubleshooting, Debugging, Cloud Architectures, DevOps, Microservices, Security-First Mindset, Solutions Design, Testing & Automation, User Experience, Routing, Switching, Firewall Management, Analytical Skills, Problem Solving.

🛠 Technology Stack & Web Infrastructure

• Frontend Technologies: Not specified for this role.
• Backend & Server Technologies: Python, routing debugging operating systems, scripting devices.
• Development & DevOps Tools: Not specified for this role.

👥 Team Culture & Values

• Web Development Values: Not specified for this role.
• Collaboration Style: Cross-functional integration between developers, designers, and stakeholders. Code review culture and peer programming practices. Knowledge sharing, technical mentoring, and continuous learning.

⚡ Challenges & Growth Opportunities

• Technical Challenges: Network device management and deployment, network troubleshooting, integrating new technologies into projects and activities.
• Learning & Development Opportunities: Continuous learning and skill development approaches, technical mentorship, leadership development, and architecture decision-making.

💡 Interview Preparation

• Technical Questions: Not specified for this role.
• Company & Culture Questions: Not specified for this role.
• Portfolio Presentation Strategy: Not specified for this role.

📌 Application Steps

To apply for this senior customer escalation engineer position:

• Submit your application through the application link.
• Tailor your resume to highlight relevant networking and software development experience.
• Prepare for technical interviews by brushing up on your networking and software development skills.
• Research the company and its culture to ensure a strong fit and understanding of their networking initiatives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.