Onsite Senior Escalation Engineer, AI-Driven Networking

HITEC; San Jose (CA); On-site; USD 187,000 - 378,000; Full time

Job summary

Hewlett Packard Enterprise Networking in San Jose, CA is seeking a Lead Escalation Engineer to own and drive high-severity customer escalations and lead technical investigations across wireless, cloud, and AI-native networking domains.

You will collaborate with TAC, Support, Development, QA and Product Management to diagnose complex problems, craft RCAs, and implement automated workflows that improve triage and future resolutions. The role is onsite with hybrid expectations.

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.

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.

Skills

Escalation engineering

Networking troubleshooting

Wi-Fi testing

Python automation

AI-assisted engineering

Education

Bachelor of Science in CS/CE/EE or related

CCNA/CCNP/CWNP certs

Tools

Wireshark/tcpdump

Linux

Virtualization

AWS

Azure

REST APIs

JSON

Scripting

Telemetry

Job description

Hewlett Packard Enterprise Networking in San Jose, CA is seeking a Lead Escalation Engineer to own and drive high-severity customer escalations and lead technical investigations across wireless, cloud, and AI-native networking domains.

You will collaborate with TAC, Support, Development, QA and Product Management to diagnose complex problems, craft RCAs, and implement automated workflows that improve triage and future resolutions. The role is onsite with hybrid expectations.