Critical Account Team - Advanced Customer Engineer This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Hewlett Packard Enterprise (HPE) is an innovative technology company with a rich heritage and a strong focus on the future. Today, HPE is a global leader in networking, hybrid cloud, AI, compute, storage, and edge-to-cloud solutions that help organizations transform and accelerate their digital business. HPE Networking delivers industry-leading wired and wireless networking solutions across campus, branch, data center, cloud, and edge environments. The Advanced Networking Customer Engineer (ACE) is a senior technical engineering role within the Customer Experience organization. The position provides advanced technical expertise, leadership, and customer advocacy for HPE Networking solutions and technologies. Working closely with customers and cross-functional teams, the ACE applies deep engineering knowledge to solve complex technical challenges, support strategic initiatives, and contribute to the successful delivery and continuous improvement of HPE products, services, and solutions. The role requires strong technical acumen, problem-solving skills, collaboration, and the ability to influence technical and business stakeholders across the organization Job Family Definition: We are seeking for Senior Advanced Networking Customer Engineers to support our largest and most strategic customers through the Critical Account Program (CAP). This role is responsible for providing senior-level technical leadership and case oversight, driving engagement with software engineering teams to address product defects, and delivering remote or on-site support when complex customer issues cannot be resolved through standard support channels. Success in this position requires strong technical expertise, exceptional customer management skills, and the ability to effectively navigate high-pressure situations while restoring confidence with frustrated customers and stakeholders. Management Level Definition: The Advanced Customer Engineering (ACE) team is widely recognized as one of the organization's most senior and trusted technical teams, often engaged to solve complex challenges that extend beyond traditional support capabilities. Team members bring an average of 10+ years of HPE Networking Juniper experience and 15 to 20 years of industry expertise, providing deep technical knowledge across networking technologies and customer environments. Success in this role requires exceptional technical expertise, outstanding communication skills, and the ability to influence audiences ranging from frontline engineers to CIOs and executive stakeholders. Candidates must be self-motivated, continuously seek opportunities to expand their skills, and demonstrate a strong commitment to learning emerging technologies. ACE operates as a highly collaborative, customer-focused team that partners closely with one another and the broader services organization to drive successful outcomes for our most strategic customers. This position requires approximately 10% to 40% travel to support on-site troubleshooting and critical customer situations. Engineers are expected to independently manage their travel and customer engagements, proactively gather necessary information, and arrive prepared to lead effective technical discussions and resolution efforts. Responsibilities: · Working with our Critical Account Program customers acting as the senior technical resource · Identifying sub-optimal designs and/or misconfigurations and consulting on plans to correct. · Working with engineering escalations teams and customers while remote or onsite to identify and troubleshoot issues and/or software or hardware defects · Build strong customer relationships and become a trusted advisor. · Build strong relationships across the wider internal organization to increase your knowledge, get faster outcomes and build trust. · You will be expected to be very collaborative with your teammates and the rest of the team will be expected to do the same. More communication usually provides better outcomes and increases engineering talent’s, experience and knowledge levels. · Requires some travel that should not exceed 40%. Travel varies based on time of year, software release cycles and new hardware releases. Education and Experience Required: · Bachelor's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience. · Typically, 10-15+ years’ experience. Knowledge and Skills: A deep understanding of one or more of the following areas of enterprise networking o Modern enterprise networking, including Layer 2 and Layer 3 design and troubleshooting, DNS, DHCP, VLANs, Spanning Tree (STP/RSTP/MSTP), VRRP/HSRP, network access control technologies, and 802.1X authentication. o Advanced routing technologies, including BGP, OSPF, IS-IS, route redistribution, policy-based routing, WAN architectures, and network resiliency designs. o Data Center and campus networking architectures, including Spine-Leaf topologies, EVPN/VXLAN, MC-LAG, high-availability solutions, network virtualization, and modern fabric architectures. o Security technologies, including IPSec, SSL/TLS, PKI/Certificates, RADIUS, TACACS+, LDAP, network segmentation, NAC solutions, and secure remote access technologies. o Service Provider and large-scale networking technologies, including MPLS, L2VPN/L3VPN, QoS, multicast technologies (IGMP/PIM), traffic engineering, and network performance optimization. o Cloud and hybrid networking architectures, including public cloud connectivity, SD-WAN, virtual networking, and cloud-based network services. o Operating systems and advanced troubleshooting tools, including Linux environments, packet capture analysis, protocol analyzers, telemetry platforms, traffic generators, engineering software tools, and network monitoring solutions. o Desired but not required: Experience with wireless networking solutions, including design, implementation, optimization, and troubleshooting of enterprise wireless networks. · Demonstrated ability to perform deep root-cause analysis and isolate hardware, software, interoperability, design, and configuration-related issues. · Experience using, evaluating, and developing appropriate engineering tools, troubleshooting methodologies, and software platforms. · Experience working directly with Engineering teams to investigate software defects, validate fixes, and drive customer resolution. · Ability to review customer network architectures and configurations and quickly identify operational risks, design weaknesses, misconfigurations, and opportunities for improvement. · Proven history of troubleshooting complex customer issues in production environments and driving issues to resolution. · Excellent analytical and problem-solving skills. · Excellent written and verbal communication skills in English, with the ability to effectively communicate and build trusted relationships with customer engineers, architects, operations teams, IT leadership, and executive stakeholders. Additional European languages are considered a plus. · Experience presenting technical findings, remediation plans, risk assessments, and status updates to both technical and non-technical audiences. · Demonstrated ability to rapidly learn new technologies and develop expertise beyond primary technical specializations. · Industry certifications such as CCNP/CCIE, JNCIP/JNCIE, Aruba certifications, or equivalent experience are highly desirable but not required. · Must be willing to work as part of a larger cross-functional team involving TAC, Engineering, Product Management, Services, and Sales. · Flexibility, adaptability, and a customer-first mindset are essential in a fast-paced, customer-critical environment. #LI-Hybrid Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. What We Can Offer You: Health & Wellbeing 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. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered 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. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. Job: Engineering Job Level: TCP_04 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. Recruitment Fraud Alert We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications. All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately. Hewlett Packard Enterprise Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights. Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only) HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.

Critical Account Team - Advanced Customer Engineer.

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