Resident Customer Engineer - Clearance TS/SCI & CI Poly Required, Aurora, CO, Onsite

Resident Customer Engineer - Clearance TS/SCI & CI Poly Required, Aurora, CO, Onsite

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer 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:

   

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

US Citizenship required

Clearance: TS SCI & Current CI Poly required

Day Shift, Daily onsite work required, Not a remote role

Aurora, Colorado

Responsibilities:

• Site Lead for technical team performing support services., including arranging shift schedules, prioritizing cases, overseeing quality delivery for the contract.   

• Incident and problem resolution

• Independently troubleshoot and resolve single-technology incidents; coordinate cross-technology incidents with peers and vendors.

• Drive root-cause analysis (RCA) and escalation management for recurring issues and propose remediation to prevent recurrence.

• Adhere to SLAs (Service Level Agreements) and escalate in line with escalation matrices.

• Customer engagement and account growth

• Serve as on-site technical advisor during renewals, expansions or technical reviews; identify and propose additional services that align with customer needs.

• Build relationships with customer contacts to ensure high Total Customer Experience.

• Lead customer expectation management during incidents and escalations, providing clear timelines and communication.

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account rela