Sr. Network Engineer (Serviceability)
HPE Aruba Networking · Spring, TX
- On site
- Full-time
- $135,500 / year
- Spring, TX
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Job highlights
- Lead product serviceability improvements.
- Analyze customer feedback and support trends.
- Translate field issues into product requirements.
- Influence roadmap for better customer experience.
- Focus on Juniper and Aruba networking.
About the role
Role Overview
We are seeking a highly technical, customer-obsessed networking expert to lead the identification, prioritization, and advocacy of product serviceability and supportability improvements across HPE Networking and HPE Juniper Networking portfolios. This role sits at the intersection of Serviceability, Technical Support, Voice of the Customer, NPI, Product Management, and Engineering, and is accountable for turning field pain points, support case trends, escalations, and customer feedback into actionable product requirements, serviceability enhancements, and measurable customer experience improvements.
This is a senior technical contributor role for a leader who can credibly assess architecture, troubleshoot ability, diagnosability, operational workflows, and product readiness across complex networking domains including routing, switching, cloud-managed networking, SD-WAN, security-adjacent workflows, and AI-driven support experiences.
The ideal candidate brings deep hands-on experience with HPE Juniper Networking platforms such as ACX Series Routers, EX Series, MX Series, PTX Series, QFX Series, SASE/SSE, SRX Firewalls, SSR Series, network management systems (Apstra/Mist), and Wireless with the technical breadth to expand into Aruba platforms as the role matures.
Location
This is a remote position, however candidates that reside within proximity to an HPE Office will work a Hybrid (up to 3 days in office) schedule.
Key Responsibilities
- Serve as the technical authority for identifying and prioritizing the most impactful serviceability and supportability gaps affecting customer experience, support efficiency, and product quality.
- Analyze product and customer experience signals across transactional support case surveys, Voice of the Customer comments, support cases, escalations, product usage trends, and post-mortem findings to identify systemic issues and improvement opportunities.
- Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering.
- Partner with Product Management and Engineering to ensure supportability becomes a core design consideration in future releases, including diagnostics, logging, observability, troubleshooting workflows, recovery mechanisms, operational tooling, and support readiness.
- Lead structured forums with Support, Product Management, Engineering, and NPI Program Managers to review, refine, and prioritize serviceability enhancement requests.
- Drive closed-loop action planning by connecting Voice of the Customer insights to product backlog decisions, release priorities, and support process improvements.
- Influence roadmap direction with a focus on reducing avoidable support cases, improving time-to-resolution, enabling self-driving network experiences, and increasing product reliability and operational simplicity.
- Develop executive-ready narratives and readouts that connect technical serviceability gaps and Voice of the Customer trends to business impact, customer outcomes, and Product Management priorities.
- Act as the customer and support advocate in cross-functional planning discussions, ensuring the voice of Technical Support engineers and customers is represented in product decisions.
- Help define the frameworks, metrics, and operating rhythms used to track serviceability requests, supportability improvements, Voice of the Customer themes, and resulting business outcomes.
Responsibilities (Initial Focus)
This role will initially focus on HPE Juniper Networking technologies and adjacent customer experiences, including:
- ACX Series Routers
- EX Series
- MX Series
- PTX Series
- QFX Series
- SASE/SSE
- Session Smart Router / SD-WAN
- Software/NMS (Apstra, Junos, Junos EVO, Mist)
- SRX Firewalls
Over time, the role is expected to expand across broader HPE Networking portfolios, including HPE Aruba Networking platforms and cloud-managed experiences.
Qualifications
- Bachelor’s degree in Electrical Engineering, Networking, or a related technical discipline.
- Significant experience in advanced networking engineering, escalation engineering, product supportability, technical support, or a related technical customer experience role.
- Deep hands-on knowledge of enterprise and service provider networking technologies, including routing, switching, cloud NMS, telemetry, diagnostics, and operational troubleshooting.
- Demonstrated experience with Juniper technologies such as AIOps, Data center, Security, Switching, and Wireless.
- Strong ability to interpret support case data, defect patterns, escalation themes, and customer feedback to identify systemic technical issues.
- Proven ability to influence Product Management and Engineering decisions using technical credibility, data-driven evidence, and business/customer impact.
- Experience leading cross-functional technical discussions involving Support, NPI, Product Management, and Engineering organizations.
- Excellent written and verbal communication skills, including the ability to translate deep technical issues into concise executive-level insights and recommendations.
- Strong analytical capability with experience using dashboards, trend analysis, and structured problem-solving to drive prioritization and action.
Preferred Skills
- Experience with HPE Juniper Networking technologies and cloud-managed networking platforms.
- Experience shaping serviceability requirements for new products or major releases.
- Familiarity with Voice of the Customer/ customer listening programs, survey analysis, text analytics, or closed-loop customer feedback models.
- Experience with Jira, Confluence, case management systems, telemetry platforms, and BI / reporting tools.
- Background in building or influencing AI-assisted troubleshooting, self-service diagnostics, or self-driving support workflows.
What We Can Offer You
- Health & Wellbeing: Comprehensive benefits supporting physical, financial, and emotional wellbeing.
- Personal & Professional Development: Programs to help you reach career goals and apply skills across divisions.
- Unconditional Inclusion: A culture that embraces varied backgrounds, unique contributions, and work-life flexibility.
Key skills/competency
- Networking Expert
- Serviceability Improvement
- Technical Support
- Voice of the Customer
- Product Management
- Engineering
- Juniper Networking
- Aruba Networking
- Routing and Switching
- Troubleshooting
Skills & topics
- Senior Network Engineer
- Networking
- Serviceability
- Supportability
- Juniper Networking
- Aruba Networking
- Routing
- Switching
- SD-WAN
- Cloud Networking
- HPE
- Engineering
- Technical Support
- Product Management
- Customer Experience
- Network Engineering
- AIOps
- Junos
- Mist
- Apstra
How to get hired
- Tailor your resume: Highlight advanced networking engineering, product supportability, and Juniper/Aruba technologies relevant to HPE.
- Showcase technical expertise: Emphasize your ability to analyze support data, identify systemic issues, and influence product roadmaps.
- Demonstrate customer focus: Provide examples of how you've translated customer feedback and field pain points into actionable product enhancements.
- Prepare for technical interviews: Be ready to discuss complex networking domains, troubleshooting scenarios, and your experience with network management systems.
- Understand HPE's culture: Research their commitment to innovation, customer obsession, and inclusive work environment.
Technical preparation
Master Juniper and Aruba networking technologies.,Practice analyzing support case data.,Prepare to discuss complex troubleshooting.,Familiarize with network management systems.
Behavioral questions
How do you prioritize feedback?,Describe influencing a product roadmap.,How do you advocate for customers?,Share an experience of cross-functional leadership.
Frequently asked questions
- What is the primary focus of the Senior Network Engineer role at HPE Aruba Networking?
- The Senior Network Engineer role at HPE Aruba Networking is focused on improving product serviceability and supportability by analyzing customer feedback, support case trends, and field issues to drive actionable product requirements and enhancements across the HPE Networking and HPE Juniper Networking portfolios.
- What specific HPE Juniper Networking platforms are key to this Senior Network Engineer position?
- Key HPE Juniper Networking platforms for this role include ACX Series Routers, EX Series, MX Series, PTX Series, QFX Series, SASE/SSE, SRX Firewalls, SSR Series, and network management systems like Apstra/Mist.
- Does this Senior Network Engineer role require on-site work at HPE?
- This Senior Network Engineer role is designated as remote. However, candidates residing within proximity to an HPE office will follow a hybrid work schedule, coming into the office up to three days a week.
- What kind of technical experience is most valued for the Senior Network Engineer role at HPE?
- The role values deep hands-on experience in advanced networking engineering, escalation engineering, product supportability, and technical support, with a strong understanding of enterprise and service provider networking technologies, including routing, switching, cloud NMS, telemetry, and diagnostics.
- How can I best demonstrate my qualifications for the Senior Network Engineer position during the application process?
- To best demonstrate your qualifications for the Senior Network Engineer position, tailor your resume to highlight your experience with Juniper and Aruba technologies, your analytical skills in interpreting support data, and your proven ability to influence product and engineering teams based on customer insights.
- What is the expected career growth for a Senior Network Engineer at HPE Aruba Networking?
- The role is designed for growth, initially focusing on HPE Juniper Networking and expanding over time to encompass broader HPE Networking portfolios, including HPE Aruba Networking platforms and cloud-managed experiences, offering opportunities to become a technical authority in serviceability.
- What are the key soft skills needed for the Senior Network Engineer role at HPE?
- Key soft skills for this Senior Network Engineer role include strong analytical capabilities, excellent written and verbal communication for executive-level reporting, and the ability to lead cross-functional technical discussions and influence product decisions.