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.

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