Federal Cloud Services Engineer

pFederal Cloud Services Engineer - Secret Security Clearance Required - Hybrid (On-site) This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.
/p h3Who We Are: /h3 pHewlett 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.
/p pOur 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.
/p h3Job Description: /h3 pWorks with a team to solve technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers.
With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers.
Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome.
Responsible to monitor, manage and administer the health, capacity performance of Cloud Services.
Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote.
End-to-end ownership to advise optimize (internal external) on application best practices, infrastructure optimization continuous improvement, compliance security management, and new services.
Typical tasks may include incident problem resolution, and change, performance capacity management.
/p ul libUS Citizenship Required /b /li libClearance Required: Secret /b /li libFlexible Hybrid Role with requirement to work onsite at customer location as necessary, employees will be expected to be on-site 25% or more /b /li /ul h3Schedule: /h3 ul libM-F 9-5, Candidate must be flexible to work evening and weekends if required, on-call work as needed.
/b /li libThis role will require going on-site 2 or more days a week at one of the locations below: /b ul libSalt Lake City, UT /b /li libSan Antonio, TX, /b /li libColumbus, OH /b /li libMechanicsburg, PA /b /li libOklahoma City, OK /b /li libMontgomery, AL /b /li libFort Mead, Maryland /b /li /ul /li /ul h3Responsibilities include: /h3 h3Customer Support and Troubleshooting: /h3 ul liIncident Management: Responding to customer support tickets and incidents related to cloud services.
Troubleshooting technical issues and providing timely resolutions.
/li liProblem Diagnosis: Analyzing customer configurations, logs, and metrics to identify root causes of problems and provide effective solutions.
/li liTechnical Guidance: Providing expert technical guidance to customers on best practices, configurations, and troubleshooting techniques for cloud services.
/li liCase Management: Managing customer support cases through their lifecycle, ensuring timely communication and resolution.
/li liEscalation Management: Escalating complex technical issues to higher?level support teams or engineering as needed.
/li /ul h3Product Knowledge and Expertise: /h3 ul liDeep Product Knowledge: Maintaining in?depth knowledge of the cloud provider's services, features, and functionalities.
Staying up-to-date with new releases and updates.
/li liCross?Service Expertise: Developing expertise across multiple cloud services to effectively support diverse customer use cases.
/li liDocumentation and Knowledge Base: Contributing to internal and external documentation, knowledge bases, and troubleshooting guides.
/li /ul h3Communication and Customer Interaction: /h3 ul liExcellent Communication: Communicating clearly and effectively with customers via phone, email, chat, and other channels.
Maintaining a professional and empathetic demeanor.
/li liCustomer Advocacy: Acting as a customer advocate within the organization, ensuring customer needs are met and feedback is addressed.
/li /ul h3Collaboration and Internal Processes: /h3 ul liCollaboration with Internal Teams: Collaborate with engineering, product management, and other internal team to deliver a defined solution to an HPE Customer and resolve complex issues.
/li liProcess Improvement: Identifying opportunities to improve support processes, tools, and documentation.
/li liMentoring and Training: Mentoring and training junior support engine