Federal Principal Product Support Engineer, (Clearance Required - Secret), Oklahoma City, OK, Dallas or Houston, TX or Montgomery, AL (Austin)

Federal Principal Product Support Engineer, (Clearance Required - Secret), Oklahoma City, OK, Dallas or Houston, TX or Montgomery, ALThis role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.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:HPE is seeking a Principal Product Support Engineer (Level 4) to serve as the primary technical bridge between on-site federal customer teams and HPE’s Business Unit engineering organization.Role nature: This is a senior field-engineering position, not a traditional support or escalation-management role. You will work hands-on across the full infrastructure stack — from bare metal and hypervisors to networking, containerized workloads, and application-layer issues. Technical depth across multiple layers of the stack is a core requirement; you will be expected to access nodes directly, review system logs, and diagnose live production environments.How escalations work: You serve as the primary engineering escalation point for on-site support teams. When a field team surfaces a vague symptom — this service isn't responding — you take ownership: filter the noise, reproduce and isolate the root cause, and deliver a structured defect report with clear reproduction steps that HPE's product engineers can act on immediately. You will drive permanent fixes, contribute to product improvements, and keep customers' HPE Private Cloud Enterprise environments operational and secure.US Citizenship requiredClearance: Security or higher required or ability to obtain clearance Location: This is a hybrid role with on-site work required at customer locations in OK, or Dallas, TX , combined with remote telework flexibility.Must be flexible to work evenings and/or weekends at customer site when needed Travel: Up to 25% to customer site location at Montgomery, Al or Oklahoma City, OK Security clearance: U.S. citizenship is required. An active Secret clearance is highly preferred; candidates who are clearance-eligible and able to obtain a Secret clearance will be considered.What You’ll Actually DoA typical week in this role involves:Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service-level debuggingEngaging directly with HPE engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rolloutTranslating field-observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statementsTraining and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidenceMonitoring customer environments; triaging alerts and contributing to dashboard and observability improvementsConducting on-site work at customer locationsHardening environments to DISA STIG requirements and supporting audit readiness activitiesProducing customer-facing incident summaries and internal knowledge base articles after each major resolutionExample scenario: A newly deployed HPE Private Cloud Enterprise system at a customer data center loses connectivity to its identity provider following a power cycle. SSO is broken for downstream services. On-site Level 1–3 teams have exhausted their troubleshooting scope and escalated to you with initial findings but no root cause. The failure mode remains ambiguous — it could be a network issue, a service startup ordering problem, a misconfigured hypervisor, or a failed application component. You are expected to assess the incoming escalation, access the affected environment directly, trace the authentication flow across the relevant stack layers, and isolate the failed component. Where the issue requires deeper product knowledge, you will engage directly with the relevant HPE Business Unit engineers — serving as the technical bridge between the field and engineering — and drive the problem to resolution. You will then deliver a clear written summary of root cause and resolution steps to ensure the fix is documented and actionable for future recurrence.Core Responsibilities1. Engineering Liaison & Escalation ManagementAct as the primary conduit between on-site support teams and HPE BU engineering — translating field observations into well-structured defect reports, feature requests, and technical requirementsOwn escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closureParticipate in engineering standups, triage calls, and sprint reviews to represent field and customer prioritiesValidate engineering fixes, patches, and product updates in customer environments before production rollout2. Deep Technical Troubleshooting (Hands-On)Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging:Virtualization: VMware ESXi, vCenter, vSAN, NSX — and KVM/libvirt (like HPE Morpheus VM Essentials)Containers & Orchestration: Kubernetes (pod networking, persistent storage, ingress, cluster lifecycle)Operating Systems: Linux (kernel, systemd, storage subsystems, networking — primary platform) and Windows Server (AD, DNS, Group Policy)Networking: TCP/IP, VLANs, routing protocols, overlay networks (VXLAN), load balancers, firewalls, east-west datacenter trafficCloud/Hybrid: AWS, Azure, GCP integration with on-premises HPE Private Cloud environmentsIdentify root causes for recurring issues; architect permanent resolutions and drive systemic fixes through engineering3. Observability, Monitoring & Operational ToolingWork within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSMIdentify gaps in dashboards, alerting thresholds, and operational visibility; write Jira tickets and requirements to drive improvements through the engineering teamContribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence4. Field Team Enablement & TrainingTrain and enable a managed services team of field engineers — producing runbooks, delivering technical walkthroughs, and building their operational readinessDevelop platform onboarding materials, standard operating procedures, and troubleshooting guides for field consumptionBe a force multiplier: success means the field team escalates less over time, not more5. Federal Compliance & SecurityLead DISA STIG compliance efforts — implementation, verification, and documentationSupport system hardening, audit preparation, and continuous compliance monitoring for federal customer environmentsApply security best practices across all supported platforms and ensure configurations meet federal standards6. Technical Requirements & Product ImprovementDocument and communicate product gaps, field-observed defects, and enhancement opportunities to product management and BU teamsDevelop automation and tooling using DevOps principles, CI/CD pipelines, and Infrastructure as Code where applicableAuthor detailed troubleshooting guides, runbooks, and technical documentation for internal and external use7. Customer Engagement & CommunicationServe as the trusted technical advisor to federal stakeholders — provide clear, accurate communication during incidents and escalationsDeliver executive-readable incident summaries alongside deeply technical root cause analysesBuild and maintain long-term relationships with federal client technical and program teams8. Mentorship & Knowledge TransferGuide and mentor Level 1–3 support engineers; share expertise and ensure best practices are consistently appliedLead knowledge transfer sessions following major resolutions to prevent recurrenceRequired QualificationsU.S. Citizenship (required without exception)Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support — with demonstrated depth in at least three of the following domains:VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt — both are relevant; KVM experience is highly desiredKubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)Linux systems administration and live troubleshooting (Red Hat, Ubuntu, or similar)Enterprise networking (routing, switching, VLANs, overlay networks, load balancing, firewalls)Windows Server in hybrid/AD environmentsHybrid or on-premises cloud infrastructureProven, hands-on troubleshooting experience across the full infrastructure stack — direct access to production environments, log analysis, and live system debugging spanning bare metal, hypervisor, networking, and application layers are daily requirements of this role