Sr. Network Engineer (Serviceability)

Sr.

Network Engineer (Serviceability)

This role has been designed as ''Onsite' with an expectation that you will primarily work 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:

Role Overview

We are seeking a highly technical, customer-obsessed networking expert to lead the identification, prioritization, and advocacy of product serviceability and supportability improvements across HPE Networking and HPE Juniper Networking portfolios.

This role sits at the intersection of Serviceability, Technical Support, Voice of the Customer, NPI, Product Management, and Engineering, and is accountable for turning field pain points, support case trends, escalations, and customer feedback into actionable product requirements, serviceability enhancements, and measurable customer experience improvements.

This is a senior technical contributor role for a leader who can credibly assess architecture, troubleshoot ability, diagnosability, operational workflows, and product readiness across complex networking domains including routing, switching, cloud-managed networking, SD-WAN, security-adjacent workflows, and AI-driven support experiences.

The ideal candidate brings deep hands-on experience with HPE Juniper Networking platforms such as ACX Series Routers, EX Series, MX Series, PTX Series, QFX Series, SASE/SSE, SRX Firewalls, SSR Series, network management systems (Apstra/Mist), and Wireless with the technical breadth to expand into Aruba platforms as the role matures.

Location: This is a remote position, however candidates that reside within proximity to an HPE Office will work a Hybrid (up to 3 days in office) schedule.

Key Responsibilities


* Serve as the technical authority for identifying and prioritizing the most impactful serviceability and supportability gaps affecting customer experience, support efficiency, and product quality.


* Analyze product and customer experience signals across transactional 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.
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