Sr. Network Engineer (Serviceability)Hewlett Packard Enterprise Development LP • Spring, Texas, United States

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Sr. Network Engineer (Serviceability)

Hewlett Packard Enterprise Development LP

Spring, Texas, United States

Spring, Texas, United States

À propos

Sr. Network Engineer (Serviceability) We are looking for a senior technical networking expert to lead the identification, prioritization, and advocacy of product serviceability and supportability improvements across HPE Networking and HPE Juniper Networking portfolios. Location This is a remote position; candidates residing near an HPE office may work a hybrid schedule (up to 3 days in office). Role Overview This role sits at the intersection of Serviceability, Technical Support, Voice of the Customer, NPI, Product Management, and Engineering. The incumbent turns field pain points, support case trends, escalations, and customer feedback into actionable product requirements, serviceability enhancements, and measurable customer experience improvements. Key Responsibilities Serve as the technical authority for identifying and prioritizing serviceability and supportability gaps affecting customer experience, support efficiency, and product quality. Analyze product and customer experience signals across transaction support case surveys, Voice of the Customer comments, support cases, escalations, product usage trends, and post‑mortem findings to identify systemic issues and improvement opportunities. Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering. Partner with Product Management and Engineering to embed supportability as a core design consideration for future releases. Lead structured forums with Support, Product Management, Engineering, and NPI Program Managers to review, refine, and prioritize serviceability enhancement requests. Drive closed‑loop action planning that connects Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements. Influence roadmap direction to reduce avoidable support cases, improve time‑to‑resolution, enable self‑driving network experiences, and increase product reliability and operational simplicity. Develop executive‑ready narratives and readouts linking technical serviceability gaps and Voice of the Customer trends to business impact and prioritization. Advocate for the customer and support perspective in cross‑functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions. Help define frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes. Scope of Technology Product focus initially on HPE Juniper Networking technologies: ACX Series Routers, EX Series, MX Series, PTX Series, QFX Series, SASE/SSE, SRX Firewalls, SSR Series, network management systems (Apstra/Mist), and Wireless. Expected to expand into broader HPE Networking portfolios, including HPE Aruba platforms and cloud‑managed experiences. Qualifications Bachelor’s degree in Electrical Engineering, Networking, or related technical discipline. Significant experience in advanced networking engineering, escalation engineering, product supportability, technical support, or a related technical customer experience role. Deep hands‑on knowledge of enterprise and service provider networking technologies: routing, switching, cloud NMS, telemetry, diagnostics, and operational troubleshooting. Demonstrated expertise with Juniper technologies such as AIOps, Data Center, Security, Switching, and Wireless. Strong ability to interpret support case data, defect patterns, escalation themes, and customer feedback to identify systemic technical issues. Proven ability to influence Product Management and Engineering decisions using technical credibility, data‑driven evidence, and business/customer impact. Experience leading cross‑functional technical discussions involving Support, NPI, Product Management, and Engineering. Excellent written and verbal communication skills, including translating technical issues into concise executive‑level insights. Strong analytical capability with experience using dashboards, trend analysis, and structured problem‑solving for prioritization and action. Preferred Skills Experience with HPE Juniper Networking technologies and cloud‑managed networking platforms. Experience shaping serviceability requirements for new products or major releases. Familiarity with Voice of the Customer/ customer listening programs, survey analysis, text analytics, or closed‑loop customer feedback models. Experience with Jira, Confluence, case management systems, telemetry platforms, and BI/reporting tools. Background in building or influencing AI‑assisted troubleshooting, self‑service diagnostics, or self‑driving support workflows. Benefits HPE provides a comprehensive benefits package including health, wellness, personal and professional development programs, and an inclusive workplace culture. Equal Employment Opportunity 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. All decisions are made on the basis of qualifications, merit, and business need.
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Spring, Texas, United States

Compétences linguistiques

English

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