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:
Role Summary
The Escalation Engineer provides advanced technical troubleshooting and resolution for complex enterprise and data-center switching issues across AOS-CX and AOS-S platforms. This role owns deep issue isolation, root cause analysis, workaround development, and collaboration with L3 Engineering, while mentoring L1 engineers and ensuring high-quality customer outcomes.
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In a typical day as a Escalation Engineer, you would...
Advanced Case Ownership
• Own complex L2/L3 switching cases escalated from L1 TAC.
• Perform deep-dive fault isolation, protocol-level analysis, and advanced debugging.
• Lead Sev-1 / Sev-2 incident resolution until service restoration.
• Provide timely executive-ready updates during high-impact outages.
• Drive cases to resolution while maintaining strict SLA compliance.
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Advanced Technical Troubleshooting – Switching Focus
Platforms & Technologies
• Aruba AOS-CX Switches (6200/6300/6400/8100/8320/8360/8400)
• Aruba AOS-S Switches (2530/2540/2930F/M)
• Aruba VSX, VSF, Stacking
• Aruba Central – Switching at scale
• Multi-vendor interoperability (Cisco, Juniper, Arista)
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Layer 2 – Advanced
• STP / RSTP / MSTP root cause analysis & loop mitigation
• LACP / Link Aggregation (LAG)
• MAC flapping, broadcast storms, CAM table analysis
• QinQ, Private VLANs, Port Security
• Storm control & loop protection
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Layer 3 – Advanced
• OSPF / BGP (enterprise edge)
• VRFs, Inter-VLAN routing, Policy Based Routing
• ECMP and routing convergence analysis
• ARP suppression, IP SLA, Bidirectional Forwarding Detection (BFD) – awareness
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VSX & High Availability
• VSX peer-keepalive design & failure analysis
• ISL behavior, split-brain recovery
• Active-active forwarding behavior
• ISSU & hitless upgrades
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System, Hardware & Performance
• CPU / Memory / TCAM analysis
• QoS policies & traffic queuing behavior
• Packet drops, MTU issues, buffer tuning
• Transceiver / DAC / optics interoperability
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Root Cause Analysis & Escalation
• Perform full Root Cause Analysis (RCA) with timeline, impact analysis, and prevention actions.
• Develop technical workarounds & mitigations.
• Escalate to L3 / Engineering with:
o Reproducible test cases
o Packet captures
o show tech, core logs, crash files
• Act as the customer technical authority during engineering engagements.
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Operational & Leadership Responsibilities
• Act as technical mentor for L1 TAC engineers.
• Review and improve case quality and troubleshooting standards.
• Participate in:
o Bug scrub meetings
o Feature readiness reviews
o Executive outage bridges
• Influence product defect prioritization with Engineering & Product Management.
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Required Technical Skills (L2 Level)
Advanced Networking
• Deep understanding of:
o Layer 2/Layer 3 protocols
o Routing convergence & failure detection
o High availability campus & data-center designs
• Strong packet-level troubleshooting using PCAPs
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Aruba Switching Mastery
• Expert-level knowledge of:
o AOS-CX architecture
o VSX
o Advanced LACP
o Central Managed Switching
• Familiarity with:
o AOS-CX REST APIs (basic awareness)
o Automation & telemetry
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System & Debugging Tools
• Linux log analysis
• Core-dump and crash file interpretation
• Wireshark advanced filters
• Python for basic log parsing (nice to have)
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Soft Skills & Leadership
• Executive-level communication during outages
• Strong ownership mindset
• Cross-functional collaboration skills
• Technical coaching & mentorship ability
• Calm decision-making under pressure
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What you need to bring:
• Bachelor’s degree in Engineering / Computer Science / IT
• 2-4 years of experience in:
o Enterprise switching TAC
o Network engineering
o Data-center / campus networking
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Preferred Certifications
• Aruba ACSP/ACSX
• CCNP Enterprise / Data Center
• ITIL Expert (nice to have)
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Key Performance Indicators (KPIs)
• Mean Time to Resolution (MTTR)
• Escalation Effectiveness
• RCA Quality Score
• Sev-1 Recovery Time
• CSAT & Executive Satisfaction
• L1 Coaching & Readiness Metrics
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
What We Can Offer You:
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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
EngineeringJob Level:
TCP_02
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. 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. Please click here: Equal Employment Opportunity.
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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We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.
Skills Required
- Bachelor's degree in Engineering, Computer Science, or Information Technology
- 2-4 years of experience in enterprise switching TAC, network engineering, or data-center/campus networking
- Deep understanding of Layer 2 and Layer 3 protocols
- Experience with routing convergence, failure detection, and high-availability campus or data-center designs
- Strong packet-level troubleshooting using packet captures
- Expert-level knowledge of Aruba AOS-CX, VSX, advanced LACP, and Central Managed Switching
- Linux log analysis and core-dump/crash-file interpretation
- Advanced Wireshark filtering
- Executive-level communication during outages
- Cross-functional collaboration, technical coaching, mentorship, and calm decision-making under pressure
- Aruba ACSP or ACSX certification
- CCNP Enterprise or Data Center certification
- ITIL Expert certification
- Python for basic log parsing
Hewlett Packard Enterprise Compensation & Benefits Highlights
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Parental & Family Support — Parental leave is frequently highlighted as a standout, with extended fully paid time off and transition support for new parents. Additional offerings like backup childcare and family-care programs strengthen the family-friendly profile.
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Retirement Support — Retirement programs, including employer-supported 401(k) matching, are consistently cited as solid components of the package. Feedback suggests these offerings contribute meaningful long-term financial support.
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Wellbeing & Lifestyle Benefits — Work-life and wellness features such as Wellness Fridays, flexible/hybrid work, and volunteer time off are commonly emphasized. Feedback suggests these elements enhance balance and day-to-day experience.
Hewlett Packard Enterprise Insights
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology. More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
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