Cloud Escalation Engineer at Hewlett Packard Enterprise in San Jose, California

Job Description:

Cloud Escalation Engineer

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description:

#unitedstates

HPE is looking for a talented Cloud Escalations engineer who will play a critical role within GreenLake Cloud Platform (GLCP) team that is helping drive HPE’s GreenLake ‘as a Service’ (aaS) initiative. GreenLake Cloud Platform is an internally developed innovative cloud-stack that powers various cloud solutions to monitor, manage and run services for wired and wireless networks, storage arrays, and compute servers.  Using various emerging distributed and cloud computing technologies, this platform brings the benefits of the cloud to various HPE products, delivering easy-to-manage cloud hosted solutions that enable customers to reduce operational cost. You will join this revolution!

You will be working internally with our Sales, TAC, Product Management, and Engineering teams, as well as externally with customers and partners, to troubleshoot, identify and resolve product or configuration problems and drive the resolution of issues.

Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important details on the status of the customer relationship with senior management.

What You’ll Do

• Primary point of contact for selected escalations.


• Resolve customer issues by effectively partnering with functional leads in Engineering (on-site and remote), Product Management, TAC, Sales and elsewhere as required by the nature of the escalation.


• Develop/propose debuggability/supportability features based on defect trends seen from customer issues.


• Develop and maintain a prioritized issue list and action plan to manage escalations and drive resolution, including executive engagement as required.


• Assess & evaluate the criticality of the situation, understand business impacts of key critical issues, and report back on the current status of those issues.


• Develop and communicate periodic reports to communicate status on milestones.


• Ensure customer is heard throughout escalation process.

Who You Are

• Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution.


• Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution.


• Ability to effectively lead and work with cross-functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions.


• Strong technical background to understand wide ranging support issues & ask discriminating questions.


• Ability to effectively manage crisis situations.


• Strong problem-solving skills, using data-driven approach.


• Ability to thrive and flourish in a fast-paced, dynamic, and global environment.

Our Minimum Requirements for This Role Are

• Ideal candidates will have at least 4-6 years of relevant experience with 3 years of experience in engineering escalation role.


• Strong familiarity with one of the scripting languages like Python or Java (Python preferred).


• Deep understanding of core programming principles, including design and architecture.


• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts).


• Knowledge of Microservices, Kubernetes and Containers/Dockers.


• Experience with cloud computing vendors: AWS, Azure, Google Cloud.


• AWS/other cloud/networking certification is a big plus.


• Extensive background/knowledge in one of these areas is desirable: networking, storage or compute.

Education

• BS/MS degree in Science or Engineering from a recognized and accredited university/college.


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Join us and make your mark!

Find out more about us and follow us on:

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

#hpecto #greenlakecloudplatform

Job:

Job Level:

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.