Engineering Tools Support Engineer

Job Family Definition:

Designs, develops, integrates, and operates engineering tools and platforms supporting the software development lifecycle. Works as a hands-on individual contributor to improve CI/CD pipelines, automation, and developer workflows in collaboration with engineering, IT, and security teams.

Job Summary

At HPE, this role supports engineering productivity by providing coordination and operational support for engineering tools and platforms (e.g., Jira, Confluence, GitHub, CI/CD systems, and access management platforms). The Engineering Tools Support Coordinator manages end-to-end request workflows, drives process adherence, and partners with engineers, tool owners, and stakeholders to improve service quality, efficiency, and automation adoption. This role contributes to operational excellence, process standardization, and scalable support models across engineering tools.

What You'll Do:

Request & Ticket Management

• Review, validate, and process incoming requests ensuring all criteria, approvals, and prerequisites are met.
• Manage ticket lifecycle including triage, routing, tracking, and closure in alignment with SLAs.
• Identify and resolve blockers by coordinating across teams and stakeholders.
• Ensure high-quality ticket documentation and audit readiness.

Stakeholder Engagement & Communication

• Act as a primary point of contact for engineering tool support inquiries.
• Provide proactive, structured updates and communicate risks, delays, or dependencies clearly.
• Manage stakeholder expectations and drive timely responses.
• Build effective working relationships across engineering and operations teams.

Process Ownership & Optimization

• Execute and follow standardized support processes with consistency.
• Identify process inefficiencies and contribute to improvements.
• Maintain process documentation to reflect tool and organizational updates.
• Support best practices adoption across engineering tools workflows.

Automation & Integration

• Support or drive automation of repetitive processes using workflow tools and scripting.
• Contribute to system integrations using REST APIs and JSON-based data exchange.
• Improve workflow efficiency through automation and reduced manual effort.
• Collaborate with tool owners on automation and integration initiatives.

Access Management & Governance

• Support access provisioning lifecycle (onboarding, modification, deprovisioning).
• Participate in periodic access reviews to ensure compliance and security.
• Perform access cleanup and ensure data accuracy across systems.
• Ensure compliance with governance and audit requirements.

What You Need To Bring:

Required Qualifications

• Bachelor’s degree or equivalent experience in Information Technology, Engineering, or related field.
• 1- 3+ years of experience in engineering tools support, service desk, or operations roles.
• Ability to manage ticket workflows and stakeholder communication with increasing independence.
• Experience with tools such as Jira, Confluence, GitHub, or similar platforms.
• Familiarity with automation tools and API integrations (REST/JSON).
• Strong analytical, organizational, and communication skills.

Key Competencies

• Ownership and accountability
• Strong stakeholder communication
• Process improvement mindset
• Operational excellence focus
• Ability to scale with role complexity and responsibility