Lead Escalation Engineer (San Jose, CA)

Lead Escalation Engineer (San Jose, CA)    This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: HPE Networking At HPE Networking, we are building toward a self-driving network — one that goes beyond simply being “up” to continuously delivering an exceptional user experience. Our vision is an AI-native network that can observe what is happening across users, devices, applications and infrastructure; identify problems before customers are impacted; determine root cause; recommend or take trusted action; and continuously improve from real-world experience. This represents a shift from reactive network troubleshooting toward proactive and increasingly autonomous network operations. By combining deep networking expertise, real-time telemetry, observability, AI and automation, we are working to make networks simpler to operate, more resilient and more intelligent. Escalation Engineering plays a critical role in this journey. Who We Are Looking For HPE Networking is seeking a Lead Escalation Engineer in our San Jose, California office who thrives in challenging, high-impact and fast-paced technical environments. The focus of this position is to lead the resolution of complex and high-profile customer escalations involving enterprise wireless, cloud-managed and AI-native networking solutions. You will serve as a lead technical escalation point and work closely with Technical Assistance Center (TAC), Support, Development Engineering, QA, Product Management and other engineering teams to diagnose complex problems, restore customer environments and drive permanent solutions. The ideal candidate combines deep networking expertise, strong troubleshooting skills, customer empathy and a passion for using automation and AI to improve how networking problems are detected, diagnosed and resolved. Location: The person will work a hybrid schedule in our San Jose, California office 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 proact