Senior Technical Support Operations Lead

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, Professional 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.