Principal Engineer – Advanced Customer Engineering (ACE)
Join to apply for the Principal Engineer – Advanced Customer Engineering (ACE) role at HPE Aruba Networking.
Job Overview
This position is primarily a remote / teleworker role, located anywhere in the western half of the United States.
The role focuses on providing senior-level support and engineering expertise to our largest and most important "Critical Account Program" and premium services portfolio customers.
Job Description
As a senior-level Advanced Customer Engineering (ACE) engineer, you will primarily work with our Critical Account Program customers.
Responsibilities include senior-level case oversight and review, facilitating software engineering needs for defects, providing remote or on-site fly-and-fix support, managing high-pressure situations, and effectively communicating with frustrated customers.
You will also support premium services customers by onboarding them into our premium services model, providing escalated post-sales support, developingment tools, and collaborating with software engineering to troubleshoot, diagnose, and remediate product, network design, and implementation issues.
The ACE team is highly respected within the organization.
The average tenure with Aruba is approximately 10 years.
50% of the team holds Distinguished Technologist status.
50% travel required; proximity to a major airport is required.
Responsibilities
Act as the senior technical resource for Critical Account Program customers.
Onboard premium services customers and provide ongoing support based on their purchased service level.
Identify suboptimal designs and or misconfigurations and advise on corrective plans.
Collaborate with the engineering escalation team and customers, both remotely and on-site, to identify and troubleshoot bugs.
Build strong customer relationships and become a trusted advisor.
Build relationships across the broader internal organization to accelerate outcomes and build trust.
Work collaboratively with the team; communication is critical to success.
Travel up to 50% of the time, depending on release cycles and hardware launches.
Education & Experience Required
Bachelor's degree in Mechanical, Electrical, Computer Science, or equivalent engineering discipline.
Typically 10+ years of relevant experience.
Knowledge & Skills
Deep understanding of one or more enterprise networking areas including:
Modern enterprise network design, implementation, and troubleshooting (DNS, DHCP, spanning tree, network access control, IGRP, IPSec, SSL VPN).
WAN / Data Center design (IGRP / EGRP, spine / leaf topologies, virtualization).
Wireless solutions (b/g/a/n/ac/ax).
Security solutions (IPSec, SSL/TLS, PKI, radius, LDAP).
Experience evaluating and developing engineering design tools and software packages.
Excellent analytical, problem-solving, and troubleshooting skills.
Conduct reviews of customer configurations quickly to identify issues.
Strong history of troubleshooting with customers in prior roles.
Vendor or industry certifications are a plus, but not required.
Willingness to acquire new skill sets beyond comfort zone.
Additional Skills
Cloud architectures
Cross-domain knowledge
Design thinking
Development fundamentals
DevOps
Distributed computing
Microservices fluency
Full stack development
Security-first mindset
User experience (UX)
What We Can Offer You
Health & Wellbeing
Comprehensive benefits supporting physical, financial, and emotional wellbeing.
Personal & Professional Development
Investment in career growth, opportunities to become a subject-matter expert or transition to other divisions.
Unconditional Inclusion
Inclusive culture celebrating individuality, flexibility to manage work-life balance, bold moves, and positive impact.
Job Level
TCP_05
States with Pay Range Requirement
USD Annual Salary: $119,000 – $275,000
Equal Employment Opportunity
HPE is an Equal Employment Opportunity / Veteran / Disabled / LGBT employer.
We do not discriminate on the basis of race, gender, or any other protected category.
Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
HPE complies with all applicable laws related to the use of arrest and conviction records.
#J-*****-Ljbffr