Principal Engineer - Advanced Customer Engineering (ACE)

Principal Engineer – Advanced Customer Engineering (ACE)

Join to apply for the Principal Engineer – Advanced Customer Engineering (ACE) role at HPE Aruba Networking .

Job Overview

This position is primarily a remote / teleworker role, located anywhere in the western half of the United States. The role focuses on providing senior‑level support and engineering expertise to our largest and most important “Critical Account Program” and premium services portfolio customers.

Job Description

As a senior‑level Advanced Customer Engineering (ACE) engineer, you will primarily work with our Critical Account Program customers. Responsibilities include senior‑level case oversight and review, facilitating software engineering needs for defects, providing remote or on‑site fly‑and‑fix support, managing high‑pressure situations, and effectively communicating with frustrated customers.

You will also support premium services customers by onboarding them into our premium services model, providing escalated post‑sales support, developing enablement tools, and collaborating with software engineering to troubleshoot, diagnose, and remediate product, network design, and implementation issues.

The ACE team is highly respected within the organization. The average tenure with Aruba is approximately 10 years and the average industry experience 15‑20 years. 50% of the team holds Distinguished Technologist status. 25‑50% travel is required, and the role requires proximity to a major airport.

Responsibilities

• Act as the senior technical resource for Critical Account Program customers.
• Onboard premium services customers and provide ongoing support based on their purchased service level.
• Identify suboptimal designs and / or misconfigurations and advise on corrective plans.
• Collaborate with the engineering escalation team and customers, both remotely and on‑site, to identify and troubleshoot bugs.
• Build strong customer relationships and become a trusted advisor.
• Build relationships across the broader internal organization to accelerate outcomes and build trust.
• Work collaboratively with the team; communication is critical to success.
• Travel up to 50% of the time, depending on release cycles and hardware launches.

Education & Experience Required

Knowledge & Skills

Deep understanding of one or more enterprise networking areas including :

Additional Skills

Cloud architectures, cross‑domain knowledge, design thinking, development fundamentals, DevOps, distributed computing, microservices fluency, full stack development, security‑first mindset, user experience (UX).

What We Can Offer You

Health & Wellbeing

Comprehensive benefits supporting physical, financial, and emotional wellbeing.

Personal & Professional Development

Investment in career growth, opportunities to become a subject‑matter expert or transition to other divisions.

Unconditional Inclusion

Inclusive culture celebrating individuality, flexibility to manage work‑life balance, bold moves, and positive impact.

Job Level

TCP_05

States with Pay Range Requirement

USD Annual Salary : $119,500.00 – $275,000.00.

Equal Employment Opportunity

HPE is an Equal Employment Opportunity / Veteran / Disabled / LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. HPE complies with all applicable laws related to the use of arrest and conviction records.

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