Escalation Engineer

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:

Role Summary

The Escalation Engineer provides advanced technical troubleshooting and resolution for complex enterprise and data-center switching issues across AOS-CX and AOS-S platforms. This role owns deep issue isolation, root cause analysis, workaround development, and collaboration with L3 Engineering, while mentoring L1 engineers and ensuring high-quality customer outcomes.

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In a typical day as a Escalation Engineer, you would...

Advanced Case Ownership

• Own complex L2/L3 switching cases escalated from L1 TAC.
• Perform deep-dive fault isolation, protocol-level analysis, and advanced debugging.
• Lead Sev-1 / Sev-2 incident resolution until service restoration.
• Provide timely executive-ready updates during high-impact outages.
• Drive cases to resolution while maintaining strict SLA compliance. ________________________________________ Advanced Technical Troubleshooting - Switching Focus Platforms & Technologies
• Aruba AOS-CX Switches (6200/6300/6400/8100/8320/8360/8400)
• Aruba AOS-S Switches (2530/2540/2930F/M)
• Aruba VSX, VSF, Stacking
• Aruba Central - Switching at scale
• Multi-vendor interoperability (Cisco, Juniper, Arista) ________________________________________ Layer 2 - Advanced
• STP / RSTP / MSTP root cause analysis & loop mitigation
• LACP / Link Aggregation (LAG)
• MAC flapping, broadcast storms, CAM table analysis
• QinQ, Private VLANs, Port Security
• Storm control & loop protection ________________________________________ Layer 3 - Advanced
• OSPF / BGP (enterprise edge)
• VRFs, Inter-VLAN routing, Policy Based Routing
• ECMP and routing convergence analysis
• ARP suppression, IP SLA, Bidirectional Forwarding Detection (BFD) - awareness ________________________________________ VSX & High Availability
• VSX peer-keepalive design & failure analysis
• ISL behavior, split-brain recovery
• Active-active forwarding behavior
• ISSU & hitless upgrades ________________________________________ System, Hardware & Performance
• CPU / Memory / TCAM analysis
• QoS policies & traffic queuing behavior
• Packet drops, MTU issues, buffer tuning
• Transceiver / DAC / optics interoperability ________________________________________ Root Cause Analysis & Escalation
• Perform full Root Cause Analysis (RCA) with timeline, impact analysis, and prevention actions.
• Develop technical workarounds & mitigations.
• Escalate to L3 / Engineering with: o Reproducible test cases o Packet captures o show tech, core logs, crash files
• Act as the customer technical authority during engineering engagements. ________________________________________ Operational & Leadership Responsibilities
• Act as technical mentor for L1 TAC engineers.
• Review and improve case quality and troubleshooting standards.
• Participate in: o Bug scrub meetings o Feature readiness reviews o Executive outage bridges
• Influence product defect prioritization with Engineering & Product Management. ________________________________________ Required Technical Skills (L2 Level) Advanced Networking
• Deep understanding of: o Layer 2/Layer 3 protocols o Routing convergence & failure detection o High availability campus & data-center designs
• Strong packet-level troubleshooting using PCAPs ________________________________________ Aruba Switching Mastery
• Expert-level knowledge of: o AOS-CX architecture o VSX o Advanced LACP o Central Managed Switching
• Familiarity with: o AOS-CX REST APIs (basic awareness) o Automation & telemetry ________________________________________ System & Debugging Tools
• Linux log analysis
• Core-dump and crash file interpretation
• Wireshark advanced filters
• Python for basic log parsing (nice to have) ________________________________________ Soft Skills & Leadership
• Executive-level communication during outages
• Strong ownership mindset
• Cross-functional collaboration skills
• Technical coaching & mentorship ability
• Calm decision-making under pressure ________________________________________

What you need to bring:

• Bachelor’s degree in Engineering / Computer Science / IT
• 2-4 years of experience in: o Enterprise switching TAC o Network engineering o Data-center / campus networking ________________________________________ Preferred Certifications
• Aruba ACSP/ACSX
• CCNP Enterprise / Data Center
• ITIL Expert (nice to have) ________________________________________ Key Performance Indicators (KPIs)
• Mean Time to Resolution (MTTR)
• Escalation Effectiveness
• RCA Quality Score
• Sev-1 Recovery Time
• CSAT & Executive Satisfaction
• L1 Coaching & Readiness Metrics

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:

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