{"id":1170489,"url":"https://alion.io/job/hewlett-packard-enterprise-switching-software-customer-engineering-escalations","title":"Switching Software Customer Engineering Escalations","company":{"id":5292,"name":"Hewlett Packard Enterprise","domain":"hpe.com","url":"https://alion.io/company/hewlett-packard-enterprise","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":160,"ghost_share":0.006,"stale_share":0.688,"repost_share":0.013,"time_to_fill_p50_days":34,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Roseville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":136500,"max":276500,"currency":"USD","period":"year","gross":null,"usd_annual":276500},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"SRE","optional":true}],"status":"live","first_seen_at":"2026-07-24T00:00:00Z","employer_posted_date":"2026-07-24","last_verified_at":"2026-11-03T12:43:55Z","board_verified":true,"closed_at":null,"days_open":102,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":102},"description":"Switching Software Customer Engineering EscalationsThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.Who We Are:\nHewlett 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.\nJob Description:\nThe Customer Engineering Escalation Engineer (CEE) is a senior individual contributor who leads the most complex and business-critical customer escalations, with deep expertise in switching and data center networking.\nIn this role, you serve as the technical lead during customer-impacting incidents, driving mitigation, coordinating cross-functional teams, and communicating clearly with internal and external stakeholders. Success requires strong networking fundamentals, sound judgment under pressure, and a disciplined, layer-by-layer approach to troubleshooting across modern data center environments.\nThis role will require being on-site in office 2+ days a week.\nKey Responsibilities\n1. Escalation Ownership & Triage\nOwn end-to-end technical execution for assigned customer escalations, from intake through stabilization and resolution.\nPerform rapid severity assessment, impact analysis, and technical triage to determine urgency and scope.\nIdentify whether issues represent product defects, environmental interactions, configuration risks, or operational failures, and route appropriately.\nDrive clarity and momentum in ambiguous, fast-moving situations.\nCoordinate internal teams and partners to accelerate investigation and resolution.\nNavigate complex platforms end-to-end and drive targeted technical analysis to accelerate resolution.\n2. Deep Technical Investigation\nAnalyze logs, packet captures, configs, and telemetry to isolate root cause, with emphasis on switching/data-center fabric troubleshooting (physical/link through Layer-2/Layer-3 forwarding and control-plane behavior).\nReproduce issues where possible and validate hypotheses with targeted tests across interfaces, bridging domains, routing adjacencies, and fabric/overlay paths.\nSeparate symptoms from root cause under pressure, including issues involving overlays, multicast traffic patterns, and switch port security/segmentation controls.\nWork effectively in single-vendor and multi-vendor environments.\nUnderstand product design and quality practices (design docs, test plans, QA signals, and product lifecycle).\n3. Customer Stabilization & Risk Mitigation\nDefine and communicate workarounds, mitigations, or containment strategies to reduce customer impact while root cause analysis proceeds.\nMake risk-based recommendations when no perfect option exists, including rollback or partial remediation strategies.\nOwn outcomes and follow through on commitments, including after-hours decision-making when required.\n4. Cross-Functional Leadership\nLead coordination across TAC, Engineering (R&D), QA, Product Management, Sales, and Executive stakeholders.\nMaintain neutral, evidence-driven leadership when narratives conflict across vendors or teams.\nEnsure the correct level of urgency, visibility, and accountability is applied to each escalation.\n5. Communication & Executive Presence\nCommunicate complex technical issues clearly to varied audiences, including senior customer leadership and internal executives.\nProvide concise, accurate status updates, escalation summaries, and recommendations without speculation or defensiveness.\nRepresent the company with professionalism and confidence during high-pressure discussions.\n6. Documentation & Continuous Improvement\nProduce high-quality written artifacts including escalation summaries, root cause analyses, and post-mortems.\nIdentify recurring themes and feed actionable insights back to engineering and product teams to reduce future escalations.\nContribute to knowledge bases, templates, and process improvements within the escalation function.\nImprove escalation workflows by adopting and integrating new tools, automation, and technical approaches.\nRequired Qualifications\nTechnical Expertise\n6+ years of hands-on experience in production switching and data center networking environments.\nDemonstrated ability to troubleshoot network incidents end-to-end using logs, packet captures, telemetry, and diagnostics, including physical and link validation as well as Layer-2 and Layer-3 fault isolation.\n3+ years of experience troubleshooting modern data center fabrics and overlays, including EVPN/VXLAN-class designs, with familiarity across control-plane and data-plane interactions and multicast traffic patterns in production environments.\nWorking knowledge of engineering tools and environments, including Linux VMs, Visual Studio, Jira/Confluence, Python, and Bash.\nEscalation & Operational Skills\n6+ years of experience leading high-severity, customer-impacting incidents or escalations.\nDemonstrated ability to make sound technical and risk-based decisions in ambiguous, time-sensitive situations with incomplete data.\nDemonstrated ownership, accountability, and follow-through in high-pressure situations.\nCommunication & Judgment\nStrong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences.\nAbility to translate complex technical issues into clear, concise, and actionable guidance for senior stakeholders.\nDemonstrated composure, clarity, and professionalism during high-pressure or emotionally charged situations.\nPreferred Qualifications\nExperience partnering directly with Engineering, QA, and Product teams to investigate product defects and drive technical resolution.\nAbility to read code and perform targeted technical analysis to support troubleshooting and engineering escalation.\nBackground in customer-facing escalation, site reliability engineering, support engineering, or Tier-4 technical support roles.\nExperience contributing to post-mortems, root cause reviews, and systemic quality improvements.\nWork Environment & Expectations\nThis role involves sustained computer-based work, high cognitive load, and frequent context switching across complex technical issues.\nMay require participation in critical incidents outside standard business hours on an as-needed basis.\nSuccess in this role requires comfort with ambiguity, strong accountability, and the ability to prioritize effectively under pressure.\nWhat Success Looks Like\nCustomer impact is stabilized quickly through clear technical leadership, effective triage, and decisive mitigation.\nEscalations are managed with clarity, trust, and technical credibility across customers, partners, and internal stakeholders.\nEngineering effort is focused on the right problems with the right data, enabling faster root cause analysis and resolution.\nLessons learned are captured and translated into sustained product, process, and quality improvements.\nWhat We Can Offer You:\nHealth & Wellbeing\nWe strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.\nPersonal & Professional Development\nWe 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.\nUnconditional Inclusion\nWe 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.\nLet's Stay Connected:\nFollow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.\n#unitedstatesJob:\nEngineeringJob Level:\nTCP_04\"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.- United States of America: Annual Salary USD 136,500 - 276,500 in California\nThe listed salary range reflects base salary. Variable incentives may also be offered.\"\nInformation about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html\nHPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBTemployer. 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.\nHewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.\nHPE 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.\nRecruitment Fraud Alert\nWe 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.\nAll 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.","description_format":"text","description_chars":10898,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","Enterprise Storage Systems","Network Equipment","High-Performance Computing"],"lifecycle":[{"event":"open","at":"2026-09-24T07:08:49Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 572 · green card filings: 204","filings_12m":572,"filings_prev_12m":525,"green_card_filings_12m":204,"median_offered_wage_usd":151443,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":306}],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.444,"p_room":0.28,"age_days":102,"expected_fill_days":34,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":276500,"is_top_pay":true},"html_url":"https://alion.io/job/hewlett-packard-enterprise-switching-software-customer-engineering-escalations","json_url":"https://alion.io/job/hewlett-packard-enterprise-switching-software-customer-engineering-escalations.json","meta":{"generated_at":"2026-11-03T16:56:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23511,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5292},"rest":"https://alion.io/mcp/rest/get_company?id=5292"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhewlett-packard-enterprise-switching-software-customer-engineering-escalations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhewlett-packard-enterprise-switching-software-customer-engineering-escalations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhewlett-packard-enterprise-switching-software-customer-engineering-escalations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hewlett-packard-enterprise-switching-software-customer-engineering-escalations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhewlett-packard-enterprise-switching-software-customer-engineering-escalations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1170489}},{"tool":"search_jobs","arguments":{"company":"hpe.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1170489},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}