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-timeToronto • 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 using Salesforce and JIRA for operational efficiency and reporting, while providing technical mentorship and improving support processes.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Across Distributed SystemsSalesforce Reporting and DashboardsNetworking Diagnostic SkillsCloud-Native Environments Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingLog AnalysisPacket Capture AnalysisLinuxPythonAPI TestingShell ScriptingSalesforce CLISOQL

Soft Skills

Analytical SkillsOrganizational SkillsProblem-Solving SkillsPrioritization SkillsCommunication Skills

Tools & Technologies

SalesforceJIRASAP S/4HANA FioriWiresharkTcpdumpPostmanKubernetesAI InfrastructureObservability PlatformsHybrid-Cloud Architectures

Industry Keywords

Enterprise Support OperationsEscalation ManagementCustomer OnboardingCase ManagementData PlatformsObject StorageAI InfrastructureCloud-Native OperationsSaaS ProductsTechnical Account Services

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 between 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 escalation criteria, quality standards, diagnostic requirements, JIRA workflows, access models, knowledge article usage, and rules of engagement
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 support measurements such as first-response SLA, time to resolution, MTTR, priority, urgency, severity, case category, entitlement accuracy, backlog, and customer-impact indicators
Analyze and improve workflows using Salesforce, Salesforce CLI, SOQL, Salesforce reporting and dashboards, JIRA, SAP S/4HANA Fiori, and related enterprise systems
Contribute to Salesforce enhancements involving field visibility, email workflows, entitlement accuracy, escalation functionality, knowledge integration, reporting quality, and data integrity
Support operational readiness and escalation processes for HPE Data Fabric, Private Cloud AI, IT operations, Hybrid Observability, OpsRamp, and related solutions
Develop support procedures, technical documentation, training materials, troubleshooting guidance, standard operating procedures, and reusable best practices
Use enterprise-approved AI-assisted tools to improve 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, and knowledge transfer while operating 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
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 roles
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
Networking and protocol-level diagnostic experience with 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, and structured technical investigation methods
Working knowledge of distributed systems, enterprise software, SaaS and cloud products, data platforms, object storage, and 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
Excellent written and verbal communication skills in English
German language skills strongly preferred
French language skills are an asset

Benefits

Comp & perks

Comprehensive benefits suite supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Career development opportunities
Flexible work arrangements to manage work and personal needs
Inclusive workplace
Variable incentives may be offered