Sr. Network Engineer (Serviceability)

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.
• Partner with Product Management and Engineering to ensure supportability becomes a core design consideration in future releases, including diagnostics, logging, observability, troubleshooting workflows, recovery mechanisms, operational tooling, and support readiness.
• 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 by connecting Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements.
• Influence roadmap direction with a focus on reducing avoidable support cases, improving time-to-resolution, enabling self-driving network experiences, and increasing product reliability and operational simplicity.
• Develop executive-ready narratives and readouts that connect technical serviceability gaps and Voice of the Customer trends to business impact, customer outcomes, and Product Management priorities.
• Act as the customer and support advocate in cross-functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions.
• Help define the frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes.

Responsibilities

This role will initially focus on HPE Juniper Networking technologies and adjacent customer experiences, including:

• ACX Series Routers
• EX Series
• MX Series 
• PTX Series
• QFX Series
• SASE/SSE
• Session Smart Router / SD-WAN
• Software/NMS (Apstra, Junos, Junos EVO, Mist)
• SRX Firewalls

Over time, the role is expected to expand across broader HPE Networking portfolios, including HPE Aruba Networking platforms and cloud-managed experiences.

Qualifications

• Bachelor’s degree in Electrical Engineering, Networking, or a 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, including routing, switching, cloud NMS, telemetry, diagnostics, and operational troubleshooting.
• Demonstrated experience 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 organizations.
• Excellent written and verbal communication skills, including the ability to translate deep technical issues into concise executive-level insights and recommendations.
• Strong analytical capability with experience using dashboards, trend analysis, and structured problem-solving to drive 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.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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