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 on-site)
Category: Engineering
Date Posted: 2025-06-26
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

The Senior Customer Escalation Engineer – Next-Gen Networking role at Hewlett Packard Enterprise (HPE) involves leading multiple project teams responsible for designing, developing, and delivering complex networking products and platforms. This role requires a strong background in networking, excellent communication skills, and the ability to provide domain-specific expertise and overall software systems leadership to cross-organization projects.

💻 Primary Responsibilities

Lead and Manage Project Teams: Oversee multiple project teams consisting of software systems engineers and external development partners, responsible for all stages of design and development for complex products and platforms.
Manage Relationships with Development Partners: Expand and maintain relationships with internal and outsourced development partners on software systems design and development.
Review and Evaluate Designs: Ensure compliance with systems design and development guidelines and standards, providing tangible feedback to improve product quality and mitigate failure risk.
Provide Domain-Specific Expertise: Offer guidance and mentoring to less-experienced staff members and contribute to cross-organization projects, programs, and activities.
Drive Innovation: Integrate new technologies into projects and activities within the software systems design organization.

📝 Enhancement Note: This role requires a high level of technical expertise and leadership skills to manage multiple project teams and drive innovation in next-generation networking products.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Computer Science, Information Systems, or Electronics Engineering is required.

Experience: Typically 6-10 years of experience in networking, with expertise in network device management and deployment, and strong communication skills.

Required Skills:

Networking fundamentals, including routing, switching, and firewall devices
Network troubleshooting and debugging skills
Proficiency in multiple software systems design tools and languages (e.g., Python, routing debugging operating systems, scripting devices)
Excellent written and verbal communication skills in English and local language
Ability to effectively communicate product architectures, design proposals, and negotiate options at senior management levels

Preferred Skills:

Experience with cloud architectures and cross-domain knowledge
Familiarity with design thinking, development fundamentals, DevOps, distributed computing, microservices, full stack development, security-first mindset, solutions design, testing & automation, and user experience (UX)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong portfolio showcasing network device management and deployment projects, with a focus on routing, switching, and firewall devices.
Include examples of network troubleshooting and debugging, highlighting problem-solving skills and technical expertise.
Showcase your ability to lead and manage project teams, with examples of successful project delivery and stakeholder communication.

Technical Documentation:

Provide detailed documentation of network device configurations, deployment processes, and server management strategies.
Include test methodologies, performance metrics, and optimization techniques used in previous projects.

📝 Enhancement Note: As this role focuses on next-generation networking, ensure your portfolio highlights your expertise in cutting-edge networking technologies and standards.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between $120,000 and $160,000 USD per year, based on market research and regional adjustments for Puerto Rico.

Benefits:

Health & Wellbeing: Comprehensive benefits package supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: Specific programs catered to helping you reach career goals and invest in your professional development.
Unconditional Inclusion: A culture that values varied backgrounds, flexibility, and a force for good.

Working Hours: This role follows a standard 40-hour workweek, with the expectation of working on average 2 days per week from an HPE office.

🎯 Team & Company Context

🏢 Company Culture

Industry: HPE operates in the technology industry, providing edge-to-cloud solutions and services to help companies connect, protect, analyze, and act on their data and applications.

Company Size: HPE is a large, global organization with a diverse workforce and a strong focus on innovation and collaboration.

Founded: HPE was founded in 1939 and has since grown to become a leading global technology company.

Team Structure:

The software systems design team consists of software systems engineers, internal and external development partners, and cross-functional stakeholders.
The team follows a matrix reporting structure, with team members reporting to both the software systems design organization and their respective project teams.
Collaboration is key, with regular interaction between developers, designers, marketers, and other stakeholders.

Development Methodology:

Agile/Scrum methodologies are used for project planning and execution, with sprint planning, code reviews, and testing processes in place.
Deployment strategies include CI/CD pipelines and automated deployment tools for efficient and reliable software delivery.

Company Website: HPE Careers

📝 Enhancement Note: HPE's culture thrives on finding new and better ways to accelerate what's next, valuing varied backgrounds, and being a force for good. This culture is reflected in the company's commitment to diversity, inclusion, and continuous learning.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, requiring advanced subject matter knowledge and significant independent judgment to achieve objectives. The role involves leading multiple project teams and driving innovation in next-generation networking products.

Reporting Structure: The Senior Customer Escalation Engineer reports to the Software Systems Design Manager and has matrix reporting relationships with project team members and cross-functional stakeholders.

Technical Impact: This role has a significant impact on HPE's next-generation networking products, influencing technical components and contributing to the company's overall product strategy.

Growth Opportunities:

Technical Leadership: Develop expertise in next-generation networking technologies and drive innovation within the software systems design organization.
Architecture Decisions: Contribute to strategic architecture decisions and shape the future of HPE's networking products.
Mentoring and Coaching: Provide guidance and mentoring to less-experienced staff members, helping them develop their technical skills and advance their careers.

📝 Enhancement Note: With HPE's focus on innovation and continuous learning, there are ample opportunities for growth and development in this role. By driving innovation in next-generation networking products and contributing to cross-organization projects, the Senior Customer Escalation Engineer can make a significant impact on HPE's overall product strategy and career growth.

🌐 Work Environment

Office Type: HPE's offices are designed to foster collaboration and innovation, with open workspaces, meeting rooms, and breakout areas.

Office Location(s): The primary office locations for this role are in Aguadilla and San Juan, Puerto Rico, with the expectation of working on average 2 days per week from an HPE office.

Workspace Context:

Collaborative Workspace: The open workspace encourages interaction between team members, fostering a collaborative and innovative environment.
Development Tools: HPE provides access to multiple monitors, testing devices, and development tools to ensure efficient and effective software development.
Cross-Functional Collaboration: The workspace facilitates cross-functional collaboration between developers, designers, marketers, and other stakeholders, enabling seamless project execution.

Work Schedule: The work schedule is flexible, with the expectation of working on average 2 days per week from an HPE office and the remainder of the time working remotely. The role follows a standard 40-hour workweek, with project deadlines and maintenance windows as needed.

📝 Enhancement Note: HPE's hybrid work arrangement offers the best of both worlds, allowing employees to balance the benefits of working from home with the advantages of in-office collaboration and innovation.

📄 Application & Technical Interview Process

Interview Process:

Technical Preparation: Brush up on networking fundamentals, network device management and deployment, and troubleshooting skills. Familiarize yourself with HPE's networking products and next-generation networking technologies.
Project Review: Prepare a portfolio showcasing your network device management and deployment projects, network troubleshooting and debugging examples, and your ability to lead and manage project teams.
Stakeholder Communication: Practice communicating product architectures, design proposals, and negotiating options at senior management levels.
Final Evaluation: Prepare for a final evaluation focusing on your technical impact, leadership skills, and cultural fit.

Portfolio Review Tips:

Portfolio Structure: Organize your portfolio with clear sections dedicated to network device management and deployment, network troubleshooting and debugging, and project leadership.
Case Studies: Include detailed case studies demonstrating your problem-solving skills, technical expertise, and ability to drive innovation in next-generation networking products.
User Experience: Highlight your understanding of user experience principles and how you've applied them to improve network device management and deployment processes.

Technical Challenge Preparation:

Technical Questions: Brush up on your networking fundamentals, network device management and deployment, and troubleshooting skills. Be prepared to discuss network architecture, performance optimization, and scalability considerations.
Communication Skills: Practice communicating complex networking concepts clearly and effectively, with a focus on stakeholder communication and negotiation.

ATS Keywords: Networking, Network Device Management, Network Deployment, Network Troubleshooting, Debugging, Software Systems Design, Project Management, Leadership, Innovation, Next-Gen Networking, Cloud Architectures, DevOps, Microservices, Security-First Mindset, Solutions Design, Testing & Automation, User Experience, Agile, Scrum, Collaboration, Hybrid Work, HPE

📝 Enhancement Note: To excel in the interview process, focus on demonstrating your technical expertise, leadership skills, and cultural fit with HPE's innovative and collaborative work environment.

🛠 Technology Stack & Web Infrastructure

Networking Technologies:

Routing protocols (e.g., BGP, OSPF, EIGRP)
Switching protocols (e.g., Spanning Tree, Link Aggregation)
Firewall management and deployment
Network device management and deployment tools (e.g., Ansible, Puppet, Chef)
Network troubleshooting tools (e.g., Wireshark, tcpdump, ping, traceroute)

Software Systems Design Tools & Languages:

Python, routing debugging operating systems, scripting devices
Version control systems (e.g., Git, SVN)
CI/CD pipelines and automated deployment tools (e.g., Jenkins, GitLab CI/CD, CircleCI)
Cloud platforms (e.g., AWS, Azure, Google Cloud)

Hardware Platforms & Infrastructure:

Network device hardware (e.g., routers, switches, firewalls)
Server hardware (e.g., rackmount servers, blade servers, virtualization platforms)
Storage systems (e.g., SAN, NAS, cloud storage)

📝 Enhancement Note: Familiarize yourself with HPE's technology stack and web infrastructure, focusing on networking technologies, software systems design tools and languages, and hardware platforms relevant to next-generation networking products.

👥 Team Culture & Values

Web Development Values:

Innovation: HPE values innovation and encourages employees to think creatively and drive progress in next-generation networking products.
Collaboration: HPE fosters a culture of collaboration, with open workspaces and cross-functional teams working together to achieve common goals.
Quality: HPE is committed to delivering high-quality products and services, with a focus on reliability, performance, and user experience.
Customer Focus: HPE prioritizes customer needs and strives to provide exceptional customer experiences through its products and services.

Collaboration Style:

Cross-Functional Integration: HPE encourages collaboration between developers, designers, marketers, and other stakeholders to ensure seamless project execution and successful product delivery.
Code Review Culture: HPE fosters a code review culture, with regular peer programming and knowledge-sharing sessions to improve product quality and technical expertise.
Knowledge Sharing: HPE promotes a culture of continuous learning and knowledge sharing, with regular training, workshops, and mentoring opportunities.

📝 Enhancement Note: HPE's culture values innovation, collaboration, quality, customer focus, and continuous learning, with a strong emphasis on driving progress in next-generation networking products and providing exceptional customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Next-Gen Networking: Stay up-to-date with the latest next-generation networking technologies and standards, and be prepared to drive innovation in HPE's products and services.
Scalability & Performance: Design and implement scalable and high-performing network architectures that can adapt to changing user demands and workloads.
Security & Compliance: Ensure network device management and deployment processes comply with relevant security standards and regulations, and maintain a strong focus on security-first mindset.

Learning & Development Opportunities:

Technical Skill Development: Continuously develop your technical skills in next-generation networking technologies, software systems design, and project management.
Leadership Development: Enhance your leadership skills through mentoring, coaching, and participating in cross-functional initiatives.
Architecture Decision-Making: Contribute to strategic architecture decisions and shape the future of HPE's networking products by staying informed about emerging technologies and industry trends.

📝 Enhancement Note: To excel in this role, be prepared to face technical challenges and embrace growth opportunities by continuously developing your technical skills, leadership abilities, and architecture decision-making capabilities.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Brush up on your networking fundamentals, including routing, switching, and firewall devices, as well as network troubleshooting and debugging skills.
Architecture & Design: Prepare for architecture and design questions related to next-generation networking products, focusing on scalability, performance, and security considerations.
Problem-Solving: Practice solving complex networking problems, demonstrating your ability to analyze network traffic, identify bottlenecks, and optimize network performance.

Company & Culture Questions:

HPE Culture: Research HPE's culture, values, and mission, and be prepared to discuss how you align with the company's commitment to innovation, collaboration, and customer focus.
Team Dynamics: Familiarize yourself with HPE's team structure and dynamics, and be prepared to discuss how you would contribute to a collaborative and innovative work environment.
Customer Focus: Prepare for questions related to HPE's customer-centric approach, and be ready to discuss your experience with customer interactions, stakeholder communication, and driving customer satisfaction.

Portfolio Presentation Strategy:

Structured Portfolio: Organize your portfolio with clear sections dedicated to network device management and deployment, network troubleshooting and debugging, project leadership, and user experience design.
Storytelling: Use storytelling techniques to highlight your problem-solving skills, technical expertise, and ability to drive innovation in next-generation networking products.
Live Demonstrations: Prepare live demonstrations of your network device management and deployment projects, network troubleshooting and debugging examples, and project leadership case studies.

📝 Enhancement Note: To excel in the interview process, focus on demonstrating your technical expertise, leadership skills, and cultural fit with HPE's innovative and collaborative work environment. Prepare for technical questions related to networking fundamentals, architecture and design, and problem-solving, as well as company and culture questions that assess your alignment with HPE's values and commitment to customer focus.

📌 Application Steps

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

Customize Your Portfolio: Tailor your portfolio to highlight your network device management and deployment projects, network troubleshooting and debugging examples, and project leadership case studies. Ensure your portfolio showcases your ability to drive innovation in next-generation networking products and provides a clear understanding of your technical expertise and leadership skills.
Optimize Your Resume: Highlight your relevant experience in networking, network device management and deployment, and troubleshooting, as well as your strong communication skills and ability to lead and manage project teams. Include relevant keywords and phrases to optimize your resume for Applicant Tracking Systems (ATS).
Prepare for Technical Challenges: Brush up on your networking fundamentals, network device management and deployment, and troubleshooting skills. Familiarize yourself with HPE's networking products and next-generation networking technologies. Practice solving complex networking problems and be prepared to discuss network architecture, performance optimization, and scalability considerations.
Research HPE: Learn about HPE's culture, values, and mission, and be prepared to discuss how you align with the company's commitment to innovation, collaboration, and customer focus. Familiarize yourself with HPE's technology stack, web infrastructure, and product offerings, and be ready to discuss your experience with relevant technologies and tools.

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

Senior Customer Escalation Engineer – Next-Gen Networking