Escalation Engineer

Escalation EngineerThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

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.
________________________________________

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.
________________________________________
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)
________________________________________
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
________________________________________
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
________________________________________
VSX & High Availability
•    VSX peer-keepalive design & failure analysis
•    ISL behavior, split-brain recovery
•    Active-active forwarding behavior
•    ISSU & hitless upgrades
________________________________________
System, Hardware & Performance
•    CPU / Memory / TCAM analysis
•    QoS policies & traffic queuing behavior
•    Packet drops, MTU issues, buffer tuning
•    Transceiver / DAC / optics interoperability
________________________________________
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.
________________________________________
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.
________________________________________
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
________________________________________
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
________________________________________
System & Debugging Tools
•    Linux log analysis
•    Core-dump and crash file interpretation
•    Wireshark advanced filters
•    Python for basic log parsing (nice to have)
________________________________________
Soft Skills & Leadership
•    Executive-level communication during outages
•    Strong ownership mindset
•    Cross-functional collaboration skills
•    Technical coaching & mentorship ability
•    Calm decision-making under pressure
________________________________________

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
________________________________________
Preferred Certifications
•    Aruba ACSP/ACSX
•    CCNP Enterprise / Data Center
•    ITIL Expert (nice to have)
________________________________________
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.

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.

Job:

Engineering

Job Level:

TCP_02

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.

Recruitment Fraud Alert

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.