Federal Principal Product Support Engineer

What you'll do

• Perform hands-on diagnostics across the full infrastructure stack including bare metal, hypervisors, networking, and containerized workloads.
• Triage complex technical escalations from on-site teams to identify root causes in live production environments.
• Write structured defect reports and technical requirements for HPE product engineers to drive permanent fixes.
• Validate engineering patches and product updates in customer environments before broader production rollout.
• Train managed services field engineers by producing runbooks, leading technical walkthroughs, and developing onboarding materials.
• Lead DISA STIG compliance efforts, including system hardening and audit readiness for federal customer environments.
• Monitor customer environments to triage alerts and improve observability dashboards and alerting thresholds.
• Author customer-facing incident summaries and internal knowledge base articles following major technical resolutions.

What we're looking for

• U.S. Citizenship is required.
• Active Secret clearance is highly preferred, or the ability to obtain one.
• 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.
• Demonstrated depth in at least three domains: VMware/KVM, Kubernetes, Linux, Enterprise Networking, Windows Server, or Hybrid Cloud.
• Proven experience in hands-on troubleshooting across the full infrastructure stack, including bare metal, hypervisors, networking, and applications.
• Proven experience interfacing between field support teams and engineering organizations to write structured defect reports.
• Experience with enterprise monitoring platforms (OpsRamp, Prometheus, Grafana) and ITSM ticketing systems (ServiceNow) (preferred).