Federal Principal Product Support Engineer, Clearance Required – Secret

Role Overview

• Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service-level debugging
• Engaging directly with HPE engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rollout
• Translating field-observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statements
• Training and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidence
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
• Conducting on-site work at customer locations
• Hardening environments to DISA STIG requirements and supporting audit readiness activities
• Producing customer-facing incident summaries and internal knowledge base articles after each major resolution

Requirements

• U.S. Citizenship (required without exception)
• Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience
• 10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support — with demonstrated depth in at least three of the following domains:
• VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt — both are relevant; KVM experience is highly desired
• Kubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)
• Linux systems administration and live troubleshooting (Red Hat, Ubuntu, or similar)
• Enterprise networking (routing, switching, VLANs, overlay networks, load balancing, firewalls)
• Windows Server in hybrid/AD environments
• Proven, hands-on troubleshooting experience across the full infrastructure stack — direct access to production environments, log analysis, and live system debugging spanning bare metal, hypervisor, networking, and application layers are daily requirements of this role.
• Proven experience interfacing between field/support teams and engineering or product organizations, including writing structured defect reports
• Strong written communication skills: able to produce engineering-quality defect reports and executive-readable incident summaries
• Experience with enterprise monitoring/observability platforms (OpsRamp, Prometheus, Grafana, or equivalent) and ITSM ticketing systems (ServiceNow or equivalent).

Tech Stack

• Firewalls
• Grafana
• ITSM
• Kubernetes
• Linux
• Prometheus
• ServiceNow
• Switching
• VMware

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion