Lead enterprise troubleshooting and escalation operations at Hewlett Packard Enterprise in Canada, working hybrid with approximately two office days weekly.
This senior individual-contributor role supports complex customer environments through hands-on investigation and operational improvement. You will work across Technical Support, Product Engineering, R&D;, Qualified Services, Sales, Renewals, and business units. The position requires technical analysis, troubleshooting, process architecture, and clear customer communication.
Key Responsibilities: Investigate incidents through logs, packet captures, traces, and performance data
Coordinate complex escalations across customers, Support, Engineering, and business teams
Improve elevation criteria, JIRA workflows, ownership models, and support processes
Monitor account health, escalations, SLA performance, backlog, and recurring issues




Develop procedures, documentation, training materials, and reusable troubleshooting guidance
Requirements: Bachelor’s degree or equivalent professional experience
Seven or more years in technical support or comparable technical roles
Hands-on troubleshooting across distributed systems, networking, storage, or cloud environments
Experience with Linux, shell scripting, Python, APIs, tcpdump, or Wireshark
Excellent English communication; German strongly preferred and French an asset
Apply technical leadership, enterprise troubleshooting, and support operations expertise across HPE’s global customer and engineering environment.

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📌 Senior Technical Support Operations Lead (Ontario)
🏢 Hewlett Packard Enterprise
📍 Ontario