Technical Support Engineer resolving complex SaaS, payment, hardware, and integration issues for Commerce7 winery customers. Troubleshooting APIs and mentoring Level 1 support.
About the role
- Senior Technical Support Operations Lead at HPE, the global edge-to-cloud company. Leading enterprise escalations, technical investigations, and scalable support operations in a hybrid Canada role.
Responsibilities
- Provide hands-on technical leadership for complex enterprise support cases and production incidents
- Reproduce issues, review diagnostics, analyze logs and packet captures, investigate performance, and perform root-cause analysis
- Diagnose issues across distributed systems, Linux, networking, storage, data platforms, object storage, APIs, cloud-native platforms, observability solutions, and AI infrastructure
- Act as a technical bridge among customers, Technical Support, Product Engineering, R&D, Professional Services, Product Management, and business unit teams
- Coordinate complex technical escalations through resolution or an actionable technical outcome
- Define and improve technical elevation processes into Product Engineering, including criteria, quality standards, diagnostic requirements, JIRA workflows, and access models
- Support onboarding and operational readiness for new customers, products, services, and bundled solutions
- Monitor account health, support trends, escalations, production risks, SLA performance, backlog, entitlement status, and recurring product issues
- Coordinate corrective action plans, engineering engagement, executive communication, and operational follow-up
- Define and improve data-driven support measurements including first-response SLA, time to resolution, MTTR, priority, severity, backlog, and customer-impact indicators
- Analyze and improve operational data and workflows using Salesforce, Salesforce CLI, SOQL, Salesforce reporting and dashboards, JIRA, SAP S/4HANA Fiori, and related systems
- Contribute to Salesforce enhancements involving field visibility, email workflows, entitlement accuracy, elevation functionality, knowledge integration, reporting quality, and data integrity
- Support readiness and escalation processes for HPE Data Fabric, Private Cloud AI, IT operations, Hybrid Observability, OpsRamp, and related solutions
- Develop scalable support procedures, technical documentation, training material, troubleshooting guidance, standard operating procedures, and reusable best practices
- Replace informal communication channels with documented processes, defined ownership models, and repeatable workflows
- Use approved AI-assisted tools such as ChatGPT and Claude for technical analysis, documentation, communication, workflow design, and operational efficiency
- Contribute to AI and automation initiatives including prototyping, structured data analysis, retrieval-augmented generation concepts, notebooks, and AI-assisted support workflows
- Provide technical mentorship, process guidance, knowledge transfer, and operational leadership as a senior individual contributor
- Support global enterprise customers and internal stakeholders across North America and Europe
Requirements
- Bachelor’s degree or equivalent professional experience
- Master’s degree, MBA, or equivalent advanced education preferred
- 7 or more years of experience in technical support, support operations, technical account services, escalation management, professional services, solutions architecture, systems engineering, or comparable customer-facing technical role
- Strong hands-on troubleshooting across enterprise software, distributed systems, networking, storage, data platforms, cloud-native environments, observability platforms, or AI infrastructure
- Experience analyzing logs, system traces, packet captures, API responses, performance data, monitoring output, entitlement records, case histories, JIRA records, and customer reproduction scenarios
- Practical networking and protocol-level diagnostic experience, including tcpdump, Wireshark, HTTP, FTP, DNS, TLS, proxies, gateways, routing, load balancing, firewalls, and enterprise network troubleshooting
- Experience with Linux or Unix environments, shell scripting, Python or similar scripting languages, API testing tools such as Postman or equivalent, and structured technical investigation methods
- Working knowledge of distributed systems, enterprise software, SaaS and cloud products, data platforms, object storage, and modern hybrid-cloud architectures
- Experience with Product Engineering or R&D escalation processes
- Understanding of enterprise support operations, including customer onboarding, case management, entitlement, contracts, licensing, order management, renewals, escalation paths, and support readiness
- Hands-on familiarity with Salesforce reporting, dashboards, SOQL, Salesforce CLI, JIRA, SAP S/4HANA Fiori, or comparable enterprise operational systems
- Experience working with complex, multi-divisional, multi-geographical enterprise customers, preferably including director-level and executive stakeholders
- Familiarity with Kubernetes, AI and machine learning infrastructure, retrieval-augmented generation, Jupyter notebooks, observability platforms, or cloud-native operations
- Strong analytical, organizational, problem-solving, and prioritization skills
- Comfortable working across global teams, cultures, and time zones
- Excellent written and verbal communication skills in English
- German language skills strongly preferred
- French language skills are an asset
Benefits
- Comprehensive benefits supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Flexible work and personal needs management
- Inclusive workplace
- Variable incentives may also be offered
- Accessibility accommodations during the application or interview process
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