Lead Escalation Engineer - AI-Driven Networking (Hybrid)

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

Benefits offered by this job

Health & Wellbeing

Job summary

Hewlett Packard Enterprise in San Jose, CA, seeks a Lead Escalation Engineer for onsite/hybrid work. You will lead high‑severity customer escalations, coordinate with TAC, Support, and Development, and drive permanent solutions across wireless, cloud, and network services.

The role emphasizes deep networking expertise, advanced debugging, and the use of automation and AI to improve fault detection, root‑cause analysis, and proactive remediation.

Qualifications

• 8+ years of experience in Escalation Engineering or related networking roles.
• Strong troubleshooting and debugging experience with enterprise WLAN and networking systems.
• Ability to troubleshoot complex problems across multiple technologies and components.
• Strong understanding of Wi‑Fi system‑level testing and troubleshooting.
• Ability to perform under high‑pressure customer situations and incidents.
• Collaborative across Support, Engineering, QA and Product Management.

Responsibilities

• Own and drive complex, high‑severity customer escalations from triage to permanent resolution.
• Lead critical technical investigations and war rooms with TAC, Support, Development and QA.
• Analyze telemetry, logs, captures, and topology to reproduce and isolate failures.
• Develop clear RCA and corrective action plans; advocate for quality and observability.
• Build troubleshooting tools, automation, and AI‑assisted workflows for triage and resolution.
• Mentor teams as Escalation Engineering evolves toward proactive AI‑assisted operations.

Skills

Troubleshooting

Systematic problem solving

Wi‑Fi testing

Customer focus

Cross‑functional collaboration

Automation mindset

Education

B.S. in Computer Science/Engineering

M.S. in Computer Science/Engineering (optional)

Networking certifications (CCNA/CCNP/CWNP) desirable

Tools

Wireshark

tcpdump

Linux

Virtualization

AWS/Azure Cloud

Python

REST APIs/JSON

Job description

Hewlett Packard Enterprise in San Jose, CA, seeks a Lead Escalation Engineer for onsite/hybrid work. You will lead high‑severity customer escalations, coordinate with TAC, Support, and Development, and drive permanent solutions across wireless, cloud, and network services.

The role emphasizes deep networking expertise, advanced debugging, and the use of automation and AI to improve fault detection, root‑cause analysis, and proactive remediation.