Lead Escalation Engineer, AI-Driven Networking

Hewlett Packard Enterprise Company; San Jose (CA); Hybrid; USD 187,000 - 378,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Lead Escalation Engineer in our San Jose, CA office. The role focuses on leading complex customer escalations for enterprise wireless, cloud-managed and AI-native networking solutions, coordinating across TAC, Support, Development, QA, and Product teams.

The ideal candidate combines deep networking expertise with strong troubleshooting skills and a passion for automation and AI to improve problem detection, diagnosis, and resolution.

Qualifications

• 8+ years of experience in Escalation Engineering, Technical Support, or related networking roles.
• Strong troubleshooting and debugging for enterprise WLAN and networking systems.
• Ability to diagnose complex problems across multiple technologies and components.
• Solid understanding of Wi-Fi system-level testing and troubleshooting.
• Excellent customer communication under high-pressure incidents.
• Experience with automation and AI-assisted engineering tools is a plus.

Responsibilities

• Own and drive complex, high-severity customer escalations from triage to permanent resolution.
• Lead technical investigations and war rooms with TAC, Support, Development, QA, and Product teams.
• Analyze telemetry, logs, captures, and topology; reproduce issues in lab and isolate failures.
• Develop RCA and corrective action plans; advocate for product quality and observability.
• Build troubleshooting tools, playbooks, and AI-assisted workflows to improve triage and resolution.
• Mentor teams as escalation engineering evolves toward proactive operations.

Skills

Escalation engineering

Networking

Wi-Fi troubleshooting

Automation & AI

Education

Bachelor’s in CS/CE/EE or related

CCNA/CCNP/CWP certifications desirable

Tools

Wireshark

tcpdump

Linux

AWS/Azure

Python scripting

Job description

Hewlett Packard Enterprise is seeking a Lead Escalation Engineer in our San Jose, CA office. The role focuses on leading complex customer escalations for enterprise wireless, cloud-managed and AI-native networking solutions, coordinating across TAC, Support, Development, QA, and Product teams.

The ideal candidate combines deep networking expertise with strong troubleshooting skills and a passion for automation and AI to improve problem detection, diagnosis, and resolution.