Senior Technical Support Operations Lead

This position is newly created and currently vacant. 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. 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 transparent 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, e

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