Senior Customer Escalation Engineer – Next-Gen Networking at Hewlett Packard Enterprise

📍 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 from an HPE office)
Category: Engineering
Date Posted: 2025-06-26
Experience Level: Mid-Senior level (6-10 years of experience)

🚀 Role Summary

This role involves leading multiple project teams responsible for designing, developing, and troubleshooting software programs for software enhancements and new products. The ideal candidate will have a strong background in networking, with experience in network device management and deployment, and excellent communication skills. This is a hybrid role, requiring on-site work for an average of 2 days per week.

💻 Primary Responsibilities

Leadership: Lead multiple project teams of software systems engineers and internal/outsourced development partners, responsible for all stages of design and development for complex products and platforms.
Relationship 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-Functional 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

Required Skills:

Excellent written and verbal communication skills in English and local language
Experience in network device management and deployment (routing, switching, and firewall devices)
Knowledge of network troubleshooting (firewalls)
Extensive experience with multiple software systems design tools and languages (Python, routing debugging operating systems, scripting devices)

Preferred Skills:

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

📊 Web Portfolio & Project Requirements

As this role focuses on software systems design and development, a strong portfolio showcasing your experience in network device management, deployment, and troubleshooting is essential. Include case studies demonstrating your ability to lead multiple project teams, manage relationships with development partners, and drive innovation in software systems design.

💵 Compensation & Benefits

Salary Range: Not specified. According to Glassdoor, the average salary for a Senior Software Engineer at HPE in Puerto Rico is around $85,000 per year. However, this can vary based on factors such as experience and specific job requirements.

Benefits:

Health & Wellbeing: Comprehensive benefits package supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: Programs catered to helping you reach career goals, whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion: A culture that values individual uniqueness and provides flexibility to manage work and personal needs.

Working Hours: Full-time, with an average of 2 days per week required on-site.

🎯 Team & Company Context

🏢 Company Culture

Industry: HPE operates in the technology industry, focusing on edge-to-cloud solutions and services.

Company Size: HPE is a large, global company with a diverse workforce.

Founded: 1939 (as Hewlett-Packard Company)

Team Structure:

The role involves leading multiple project teams, consisting of software systems engineers and internal/outsourced development partners.
The team works cross-functionally with other departments, such as design, marketing, and business teams.

Development Methodology:

Agile methodologies, including sprint planning, code review, testing, and quality assurance practices.
CI/CD pipelines and automated deployment strategies.

Company Website: https://www.hpe.com/

📝 Enhancement Note: HPE's culture emphasizes innovation, collaboration, and customer focus. The company values varied backgrounds and provides flexibility for work-life balance.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, with a focus on leading multiple project teams and providing domain-specific expertise to cross-organization projects.

Reporting Structure: The role reports to the Software Systems Design organization and has matrixed relationships with other functional and technical project teams.

Technical Impact: The role has a significant impact on the technical components of HPE products, solutions, or services, applying advanced subject matter knowledge to solve complex business issues.

Growth Opportunities:

Technical leadership and mentoring opportunities within the software systems design organization.
Potential to expand into other technical roles or management positions within HPE.

📝 Enhancement Note: HPE offers a range of growth opportunities, including technical skill development, conference attendance, and community involvement. The company also provides mentorship and leadership development programs.

🌐 Work Environment

Office Type: Hybrid, with an average of 2 days per week required on-site.

Office Location(s): Aguadilla, Puerto Rico, with the option to work from other HPE offices or remotely.

Workspace Context:

Collaborative workspace with multiple monitors and testing devices available.
Cross-functional collaboration opportunities with design, marketing, and business teams.
Access to HPE's global network of offices and resources.

Work Schedule: Full-time, with flexible working hours and project deadline flexibility.

📝 Enhancement Note: HPE's work environment encourages collaboration, innovation, and work-life balance. The company provides flexible working arrangements and access to global resources.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience and qualifications.
Technical Assessment: A hands-on assessment, focusing on your technical skills and problem-solving abilities.
On-site Interview: A face-to-face interview with the hiring manager and other team members to discuss your fit for the role and the team.
Final Decision: A decision will be made based on your interview performance and the team's assessment.

Portfolio Review Tips:

Highlight your experience in network device management, deployment, and troubleshooting.
Include case studies demonstrating your ability to lead multiple project teams and drive innovation in software systems design.
Showcase your understanding of HPE's products, solutions, and services.

Technical Challenge Preparation:

Brush up on your networking knowledge, focusing on routing, switching, and firewall devices.
Familiarize yourself with HPE's products, solutions, and services.
Prepare for questions related to software systems design, development, and troubleshooting.

ATS Keywords: Networking, Software Development, Troubleshooting, Debugging, Cloud Architectures, DevOps, Microservices, Full Stack Development, Design Thinking, Distributed Computing, Analytical Skills, Problem Solving, Leadership, Mentoring, Cross-Functional Collaboration, Innovation, Quality Assurance, HPE Products, HPE Solutions, HPE Services.

📝 Enhancement Note: The interview process at HPE is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company values candidates who can drive innovation and collaboration within the team.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on software systems design and development.

Backend & Server Technologies:

Python
Routing debugging operating systems
Scripting devices

Development & DevOps Tools:

Agile methodologies, including sprint planning, code review, testing, and quality assurance practices.
CI/CD pipelines and automated deployment strategies.

📝 Enhancement Note: The technology stack for this role is focused on software systems design and development. HPE uses a range of tools and methodologies to support its software development processes.

👥 Team Culture & Values

Web Development Values:

Innovation: HPE values innovation and encourages team members to drive new ideas and solutions.
Collaboration: The company fosters a culture of collaboration and cross-functional teamwork.
Customer Focus: HPE prioritizes customer needs and strives to deliver high-quality products and services.
Inclusion: HPE is committed to creating an inclusive work environment that values individual uniqueness.

Collaboration Style:

Cross-functional integration between developers, designers, marketers, and other stakeholders.
Code review culture and peer programming practices.
Knowledge sharing, technical mentoring, and continuous learning.

📝 Enhancement Note: HPE's team culture emphasizes innovation, collaboration, and customer focus. The company values varied backgrounds and encourages team members to drive new ideas and solutions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Staying up-to-date with the latest networking technologies and trends.
Managing multiple project teams and balancing competing priorities.
Driving innovation and integration of new technologies into projects and activities.

Learning & Development Opportunities:

Technical skill development and specialization in software systems design and development.
Conference attendance, certification, and community involvement.
Technical mentorship, leadership development, and architecture decision-making opportunities.

📝 Enhancement Note: HPE offers a range of learning and development opportunities, including technical skill development, conference attendance, and community involvement. The company also provides mentorship and leadership development programs.

💡 Interview Preparation

Technical Questions:

Networking: Questions related to network device management, deployment, and troubleshooting.
Software Systems Design: Questions focused on software systems design principles, architecture, and development processes.
Leadership: Questions assessing your ability to lead multiple project teams and drive innovation.

Company & Culture Questions:

Questions related to HPE's products, solutions, and services, as well as the company's values and culture.
Questions focused on your understanding of HPE's market position and competitive advantages.

Portfolio Presentation Strategy:

Highlight your experience in network device management, deployment, and troubleshooting.
Include case studies demonstrating your ability to lead multiple project teams and drive innovation in software systems design.
Showcase your understanding of HPE's products, solutions, and services.

📝 Enhancement Note: The interview process at HPE is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company values candidates who can drive innovation and collaboration within the team.

📌 Application Steps

To apply for this Senior Customer Escalation Engineer – Next-Gen Networking position at HPE:

Submit your application through the application link provided.
Customize your resume and portfolio to highlight your experience in network device management, deployment, and troubleshooting.
Prepare for the technical interview process by brushing up on your networking knowledge and familiarizing yourself with HPE's products, solutions, and services.
Research HPE's company culture and values to demonstrate your understanding and fit for the role.

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

Senior Customer Escalation Engineer – Next-Gen Networking