# Lead Escalation Engineer

**Company**: Hewlett Packard Enterprise
**Location**: San Jose, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: Annual Salary USD 187,000 - 377,500
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/San-Jose-California-United-States-of-America/Lead-Escalation-Engineer--San-Jose--CA-_1216784?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2cd17125-f7d

## Description

Hewlett Packard Enterprise is seeking a Lead Escalation Engineer in our San Jose, California office. As a Lead Escalation Engineer, you will lead the resolution of complex and high-profile customer escalations involving enterprise wireless, cloud-managed and AI-native networking solutions.

Responsibilities:

- Own and drive complex, high-severity customer escalations from initial triage through recovery, root-cause identification and permanent resolution.

- Lead critical technical investigations and war rooms, working closely with TAC, Support, Development and QA across wireless, wired, cloud and network services.

- Analyze telemetry, logs, packet captures, crashes and customer topology; reproduce complex issues in the lab and systematically isolate failures across software, hardware, cloud and client environments.

- Drive customer-found defects through engineering, develop clear RCA and corrective-action plans, and advocate for product quality, reliability, serviceability and observability.

- Build troubleshooting tools, automation, playbooks and AI-assisted diagnostic workflows that improve triage, knowledge discovery, root-cause analysis and future resolution efficiency.

- Identify recurring escalation patterns, translate field learnings into proactive quality and automated remediation improvements, and mentor engineering teams as Escalation Engineering evolves toward more proactive and AI-assisted operations.

Basic Job Requirements:

- 8+ years of professional experience in Escalation Engineering, Technical Support, Systems Engineering, SQA/Quality Engineering or a related networking role.

- Strong troubleshooting and debugging experience with enterprise WLAN and networking systems.

- Demonstrated ability to systematically troubleshoot complex problems involving multiple technologies and components.

- Strong understanding of Wi-Fi system-level testing, characterization and troubleshooting.

- Ability to operate effectively during high-pressure customer situations and critical production incidents.

- Ability to collaborate across Support, Engineering, QA and Product Management organizations.

- Demonstrated ability to independently drive complex technical investigations with limited supervision.

- Strong customer focus combined with disciplined and data-driven engineering practices.

Qualifications:

- Bachelor of Science in Computer Science, Computer Engineering, Electrical Engineering or a related field with 8+ years of relevant experience, or MS with 6+ years; networking certifications such as CCNA, CCNP or CWNP are highly desirable.

- Strong expertise in Layer 2/Layer 3 networking, TCP/IP, IPv4/IPv6, OSPF, enterprise authentication, and deep knowledge of Wi-Fi 6/6E with familiarity with Wi-Fi 7.

- Hands-on troubleshooting experience with Wireshark/tcpdump, Linux, virtualization, cloud environments such as AWS/Azure, and cloud-managed, SaaS or distributed systems.

- Experience with Python, REST APIs, JSON, scripting, automation, telemetry and observability for troubleshooting, data collection and operational workflows.

- Working knowledge of Generative AI and AI-assisted engineering tools, including LLM-based troubleshooting, log analysis, knowledge retrieval, case summarization, RAG/agentic workflows, and tools such as ChatGPT, Claude, Gemini or GitHub Copilot.

What Success Looks Like:

- Critical customers recover quickly and receive strong technical leadership throughout major incidents.

- Complex problems are converted into clearly understood root causes and permanent engineering solutions.

- Recurring issues result in better product design, diagnostics, test coverage and serviceability.

- Troubleshooting knowledge becomes reusable automation, playbooks and AI-assisted workflows.

- Product telemetry and observability continue to improve based on real-world customer experience.

- Support teams become more effective through mentoring, automation and better diagnostic capabilities.

- Lessons learned from today's hardest customer problems become part of the intelligence that helps tomorrow's network detect, diagnose and ultimately resolve problems autonomously.

## Skills

### Required
- Wi-Fi 6/6E
- Layer 2/Layer 3 networking
- TCP/IP
- Python
- REST APIs
- JSON
- scripting
- automation
- telemetry
- observability
- Generative AI
- AI-assisted engineering tools

### Nice to have
- CCNA
- CCNP
- CWNP
- Wireshark/tcpdump
- Linux
- virtualization
- cloud environments

---

Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/San-Jose-California-United-States-of-America/Lead-Escalation-Engineer--San-Jose--CA-_1216784?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)