Hybrid Enterprise Support Engineer – Morpheus VM Essentials

at Hewlett Packard Enterprise

• Job title: Enterprise Support Engineer – Morpheus VM Essentials
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $111,000 - $211,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Ft Collins, United States

About the role

• Support Engineer providing technical assistance for Morpheus VM Essentials and Morpheus Enterprise deployments across diverse environments. Involves collaborative problem-solving and mentoring within the support organization.

Responsibilities

• Provide technical support for VM Essentials and Morpheus Enterprise deployments across on‑prem, hybrid, and cloud environments
• Diagnose and troubleshoot issues related to virtualization, compute, storage, networking, and automation platforms
• Drive timely resolution of support cases in alignment with SLAs
• Assist customers during PoC cycles with configuration validation, environment readiness, and blocker resolution
• Document solutions, FAQs, and best practices to improve internal knowledge bases
• Collaborate with cross‑functional teams including Product, Engineering, and Sales Engineering to ensure customer success
• Own highest-severity escalations, critical customer incidents, and RCA activities
• Provide architectural guidance to customers and internal teams
• Collaborate closely with Engineering on defect reproduction, triage, and product maturity
• Develop tools, automation, and processes to improve support efficiency
• Serve as a mentor/technical leader for the entire support organization
• Influence product roadmap through field insights and complex deployment learnings

Requirements

• Bachelor's or Master's degree in Software Engineering, Computer Science, or equivalent
• 7+ years of deep technical experience in virtualization, cloud management, or enterprise support
• Expertise in hypervisor internals, orchestration platforms, or large-scale datacenter design
• Track record of leading escalations, RCAs, and cross-functional engagements
• Ability to influence product quality and drive architectural improvements
• Provides guidance and mentoring to less experienced engineers
• Excellent written and verbal communication skills; mastery in English language
• Ability to troubleshoot, isolate, and resolve complex problems
• Ability to quickly learn products/technologies to a deep level
• Experience in effectively dealing with difficult people and process situations
• Ability to work effectively with colleagues and customers across time zones, geographic, and cultural boundaries
• Strong conflict resolution skills
• Drive for taking ownership of problems and self-development
• Excellent judgment, flexibility and perseverance
• Ability to effectively manage many responsibilities at the same time
• Solid decision making and negotiating skills
• Flexibility to adapt to changing priorities and business requirements
• Curiosity, fearlessness and willingness to jump into ambiguous technical situations

Benefits

• Health & Wellbeing: comprehensive suite of benefits that supports physical, financial and emotional wellbeing
• Personal & Professional Development: specific programs catered to helping you reach career goals
• Unconditional Inclusion: inclusive work environment