Senior Technical Support Operations Lead

Hewlett Packard Enterprise

. Provide hands-on technical leadership for complex enterprise support cases and production incidents .

Posted 10/21/2026full-timeMississauga • CanadaSenior💰 CA$172,000 - CA$222,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in technical support and escalation management, with a strong focus on troubleshooting across distributed systems, cloud-native environments, and AI infrastructure. Proficient in utilizing Salesforce, JIRA, and operational metrics to enhance support processes and customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Across Distributed SystemsSalesforce Reporting and DashboardsNetworking and Protocol-Level DiagnosticsCloud-Native Environments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog AnalysisPacket Capture AnalysisShell ScriptingPythonAPI TestingDistributed SystemsEnterprise SoftwareObservability PlatformsAI Infrastructure

Soft Skills

Analytical SkillsOrganizational SkillsProblem-Solving SkillsPrioritization SkillsCommunication Skills

Tools & Technologies

SalesforceJIRASAP S/4HANA FioriTcpdumpWiresharkPostmanKubernetesChatGPTClaudeJupyter Notebooks

Industry Keywords

Technical Account ServicesEscalation ManagementCustomer OnboardingSupport OperationsHybrid-Cloud Architectures

Tech Stack

Tools & technologies

CloudDistributed SystemsDNSFirewallsKubernetesLinuxPythonShell ScriptingUnix

About the role

Key responsibilities & impact

Provide hands-on technical leadership for complex enterprise support cases and production incidents
Reproduce issues, review diagnostics, analyze logs and packet captures, investigate performance, and perform root-cause analysis
Diagnose issues across distributed systems, Linux, networking, storage, data platforms, object storage, APIs, cloud-native platforms, observability solutions, and AI infrastructure
Act as a technical bridge among customers, Technical Support, Product Engineering, R&D, Professional Services, Product Management, and business unit teams
Coordinate complex technical escalations through resolution or an actionable technical outcome
Define and improve technical elevation processes into Product Engineering, including criteria, quality standards, diagnostic requirements, JIRA workflows, and access models
Support onboarding and operational readiness for new customers, products, services, and bundled solutions
Monitor account health, support trends, escalations, production risks, SLA performance, backlog, entitlement status, and recurring product issues
Coordinate corrective action plans, engineering engagement, executive communication, and operational follow-up
Define and improve data-driven support measurements including first-response SLA, time to resolution, MTTR, priority, severity, backlog, and customer-impact indicators
Analyze and improve operational data and workflows using Salesforce, Salesforce CLI, SOQL, Salesforce reporting and dashboards, JIRA, SAP S/4HANA Fiori, and related systems
Contribute to Salesforce enhancements involving field visibility, email workflows, entitlement accuracy, elevation functionality, knowledge integration, reporting quality, and data integrity
Support readiness and escalation processes for HPE Data Fabric, Private Cloud AI, IT operations, Hybrid Observability, OpsRamp, and related solutions
Develop scalable support procedures, technical documentation, training material, troubleshooting guidance, standard operating procedures, and reusable best practices
Replace informal communication channels with documented processes, defined ownership models, and repeatable workflows
Use approved AI-assisted tools such as ChatGPT and Claude for technical analysis, documentation, communication, workflow design, and operational efficiency
Contribute to AI and automation initiatives including prototyping, structured data analysis, retrieval-augmented generation concepts, notebooks, and AI-assisted support workflows
Provide technical mentorship, process guidance, knowledge transfer, and operational leadership as a senior individual contributor
Support global enterprise customers and internal stakeholders across North America and Europe

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience
Master’s degree, MBA, or equivalent advanced education preferred
7 or more years of experience in technical support, support operations, technical account services, escalation management, professional services, solutions architecture, systems engineering, or comparable customer-facing technical role
Strong hands-on troubleshooting across enterprise software, distributed systems, networking, storage, data platforms, cloud-native environments, observability platforms, or AI infrastructure
Experience analyzing logs, system traces, packet captures, API responses, performance data, monitoring output, entitlement records, case histories, JIRA records, and customer reproduction scenarios
Practical networking and protocol-level diagnostic experience, including tcpdump, Wireshark, HTTP, FTP, DNS, TLS, proxies, gateways, routing, load balancing, firewalls, and enterprise network troubleshooting
Experience with Linux or Unix environments, shell scripting, Python or similar scripting languages, API testing tools such as Postman or equivalent, and structured technical investigation methods
Working knowledge of distributed systems, enterprise software, SaaS and cloud products, data platforms, object storage, and modern hybrid-cloud architectures
Experience with Product Engineering or R&D escalation processes
Understanding of enterprise support operations, including customer onboarding, case management, entitlement, contracts, licensing, order management, renewals, escalation paths, and support readiness
Hands-on familiarity with Salesforce reporting, dashboards, SOQL, Salesforce CLI, JIRA, SAP S/4HANA Fiori, or comparable enterprise operational systems
Experience working with complex, multi-divisional, multi-geographical enterprise customers, preferably including director-level and executive stakeholders
Familiarity with Kubernetes, AI and machine learning infrastructure, retrieval-augmented generation, Jupyter notebooks, observability platforms, or cloud-native operations
Strong analytical, organizational, problem-solving, and prioritization skills
Comfortable working across global teams, cultures, and time zones
Excellent written and verbal communication skills in English
German language skills strongly preferred
French language skills are an asset

Benefits

Comp & perks

Comprehensive benefits supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Flexible work and personal needs management
Inclusive workplace
Variable incentives may also be offered
Accessibility accommodations during the application or interview process