Critical Account Team - Advanced Customer Engineer

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 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 senior Advanced Customer Engineering (ACE) 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 engineer