Customer Solution Architect

Customer Solution Architect
This role has been designated as 'Hybrid' with an expectation that you will work on average 2-3 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 diverse 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 role has been designated as 'Edge', which means you will primarily work outside of an HPE office.
Job Description:
Aruba, a Hewlett Packard Enterprise company advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.
We're solving the world's most complex challenges, and our people are at the forefront of progress. We are looking for a Customer Solution Architect who will be responsible for conducting in-depth root cause analysis, documenting findings, and coordinating all customer communications related to critical customer reported issues on behalf of Engineering. Additionally evaluate on how customers use our products & solutions, focusing on Day 2 usage and various use cases. Your feedback to engineering and product team will be instrumental in shaping product design and architecture improvements. You will bridge the gap between customers and engineering/product teams, translating user experiences into actionable insights to enhance our networking solutions. This individual must demonstrate clear strategic thinking, a strong capability to work across multiple engineering leadership and an aptitude for driving technical strategy for emerging trends across Cloud, Networking and Security related domains. This role requires strong collaboration with multiple engineering teams, product management, and Account teams to drive enhancements for existing products.
Key Responsibilities

• Investigate technical issues reported by customers to determine their underlying causes.
• Analyze data and collaborate with engineering teams to identify root causes of problems.
• Document detailed and comprehensive root cause analysis reports.
• Serve as the engineering primary point of communication for customers reporting technical issues.
• Provide prompt and clear communication to customers regarding issue status, progress, and resolutions.
• Thoroughly analyse customer interactions with our networking products and solutions, with a specific emphasis on post-implementation Day 2 usage and diverse use cases. Also collect valuable feedback regarding their experiences and pain points and expectations for product and solution
• Identify recurring usage patterns, challenges, and opportunities for enhancement of product and solutions.
• Understand cloud-native architecture concepts and have knowledge of best practices for high availability, scalability, resilience, performance, and security requirements in the cloud
• Act as a cross-functional product and technical expert for cloud infrastructure & control plane architectures within engineering with close working relationships with customers, product management and support team for edge-to-cloud services offering.
• Provides consultation and feedback for product development and design reviews across multiple organizations and architectures.
• Translate customer feedback and usage insights into actionable recommendations for product design and architecture improvements and communicate to engineering and influence product roadmap direction with product management
• Maintain accurate and organized records of all technical issues & resolutions along with customer feedback.
• Maintain a high level of knowledge of Aruba products and product road maps, as well as that of the competition and prospective strategic partners
• Travel 10% to 20% of the time to attend face to face meetings and presentations.

Experience & Skills

• BS in CS or EE with 8+ years of relevant experience in the networking industry or MS with 6+ years of experience
• Experience with Cloud products/IaaS (AWS, Azure) is desirable.
• CCIE/CWNA (or higher) certification is highly desired.
• Requires deep knowledge of Layer-2, Layer-3 and L4-L7 networking technologies and 802.11 Wi-Fi standards
• IP Routing protocol expertise (BGP, OSPF, IS-IS, EIGRP)
• Customer-centric mindset with the ability to empathize with customer concerns.
• Prior experience in engineering escalation or customer support is a plus.
• Obsession with improving service availability/performance and user experience/consumption using measurable metrics
• Candidates with prior knowledge in building L7 load balancers, L7 security related products and web application firewalls & SSL termination products will be preferred.
• Effective technical leadership skills and ability to effectively communicate product architectures, design proposals and negotiate options at the most senior organizational levels within internal and external organizations

Effectively demonstrate these HPE Elements of Leadership:

• Engage: Communicate clear direction; Inspire momentum; Link work to the big picture
• Empower: Coach to business outcomes; Mentor to educate and motivate; Connect to resources
• Evolve: Debrief experiences; Adjust to conditions; Learn fast

Execute: Drive results; Lead the right way; Recognize excellence
Additional Skills:
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Release Management, Security-First Mindset, User Experience (UX)
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
Engineering
Job Level:
Master
States with Pay Range Requirement
The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.
Annual Salary: $142,500.00 - $327,500.00
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
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