Senior Technical Support Operations Lead
hpe · Mississauga, Ontario, Canada · hybrid
Senior Technical Support Operations Lead
This position is newly created and currently vacant. All interested candidates are encouraged to apply.
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week 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:
This position is for an existing vacancy. All interested candidates are encouraged to apply.
Sounds like you? Then we have the right opportunity. We are looking for a Senior Technical Support Operations Lead to join our Support organization in Canada.
This is a senior technical individual-contributor role focused on enterprise support operations, hands-on technical investigation, escalation leadership, support process architecture, and operational improvement. The role combines direct engagement with strategic enterprise customers with close collaboration across Technical Support, Product Engineering, R&D, Professional Services, Sales, Renewals, Operations, and business unit teams.
You will help ensure that complex customer environments receive effective technical support by coordinating critical escalations, performing hands-on analysis, improving engineering engagement, and developing scalable processes across integrated enterprise systems.
The role requires broad technical knowledge, strong analytical and troubleshooting skills, and the ability to translate detailed technical findings into clear operational actions and customer communications.
How You’ll Make Your Mark
You’ll provide hands-on technical leadership for complex enterprise support cases and production incidents, including issue reproduction, diagnostic review, log analysis, packet capture analysis, performance investigation, and root-cause analysis.
You’ll help diagnose issues across distributed systems, Linux environments, networking, storage, data platforms, object storage, S3-compatible services, APIs, cloud-native platforms, observability solutions, and AI-related infrastructure.
You’ll use tools and techniques such as tcpdump, Wireshark, shell scripting, Python, HTTP and API testing tools, structured queries, performance benchmarks, monitoring data, system traces, and customer-provided diagnostic information.
You’ll act as a technical bridge between customers, Technical Support, Product Engineering, R&D, Professional Services, Product Management, and business unit teams.
You’ll coordinate complex technical escalations across multiple organizations, ensuring clear ownership, appropriate prioritization, effective communication, and follow-through until a resolution or actionable technical outcome is delivered.
You’ll help define and improve technical elevation processes into Product Engineering, including escalation criteria, quality standards, required diagnostic information, JIRA workflows, access models, knowledge article usage, and rules of engagement between Support and Engineering.
You’ll work with regional teams to support the onboarding and operational readiness of new customers, products, services, and bundled solutions.
You’ll monitor technical account health, support trends, open escalations, production risks, SLA performance, backlog, entitlement status, and recurring product issues.
You’ll identify accounts or environments requiring additional technical attention and coordinate corrective action plans, engineering engagement, executive communication, or operational follow-up as appropriate.
You’ll define and improve data-driven support measurements, including first-response SLA, time to resolution, MTTR, priority, urgency, severity, case category, entitlement accuracy, backlog, and customer-impact indicators.
You’ll help ensure that MTTR and related measurements reflect the time from case creation to the delivery of a resolution or actionable response, rather than relying solely on administrative case closure.
You’ll work across integrated enterprise systems and operational workflows involving CRM, case management, Product Engineering, entitlement, licensing, contracts, order management, renewals, and reporting.
You’ll analyze and improve operational data and workflows using platforms and tools such as Salesforce, Salesforce CLI, SOQL, Salesforce reporting and dashboards, JIRA, SAP S/4HANA Fiori, and related enterprise systems.
You’ll contribute to technical and operational enhancements within Salesforce, including field visibility, email workflows, entitlement accuracy, elevation functionality, knowledge integration, reporting quality, and data integrity.
You’ll support operational readiness and escalation processes for complex platform offerings such as HPE Data Fabric, Private Cloud AI, IT operations, Hybrid Observability, OpsRamp, and related bundled solutions.
You’ll develop scalable support procedures, technical documentation, training material, troubleshooting guidance, standard operating procedures, and reusable best practices.
You’ll help reduce dependency on informal communication channels by replacing them with documented processes, clearly defined ownership models, and repeatable support workflows.
You’ll use enterprise-approved AI-assisted tools such as ChatGPT, Claude, or comparable technologies to improve technical analysis, documentation, communication, workflow design, and operational efficiency, in accordance with company security and data-handling policies.
You’ll contribute to practical AI and automation initiatives, including prototyping, structured data analysis, retrieval-augmented generation concepts, notebooks, and AI-assisted support workflows.
You’ll provide technical mentorship, process guidance, and knowledge transfer to colleagues while operating as a senior individual contributor.
You’ll support global enterprise customers and internal stakeholders across North America and Europe, including German-speaking customers where language skills and regional business experience are valuable.
About You
You have a Bachelor’s degree or equivalent professional experience. A Master’s degree, MBA, or equivalent advanced education is preferred.
You have 7 or more years of experience in technical support, support operations, technical account services, escalation management, professional services, solutions architecture, systems engineering, or a comparable customer-facing technical role.
You have strong hands-on troubleshooting experience across enterprise software, distributed systems, networking, storage, data platforms, cloud-native environments, observability platforms, or AI infrastructure.
You are comfortable investigating technical issues directly rather than acting only as a coordination or communication layer.
You can analyze logs, system traces, packet captures, API responses, performance data, monitoring output, entitlement records, case histories, JIRA records, and customer reproduction scenarios.
You have practical networking and protocol-level diagnostic experience, including tools and concepts such as tcpdump, Wireshark, HTTP, FTP, DNS, TLS, proxies, gateways, routing, load balancing, firewalls, and enterprise network troubleshooting.
You have experience with Linux or Unix environments, shell scripting, Python or similar scripting languages, API testing tools such as Postman or equivalent, and structured technical inves