HPC & AI Hardware – Engineering Resolution Engineer

Role Overview

• Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish
• Maintain the ability to develop a rapport and empathy for the customer situation
• Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D
• Triage and root cause analysis of customer hardware issues and provide proper corrective actions
• Focus on customers and solutions using HPE hardware and other vendors' hardware
• Ensure the proper collection of data as you document and provide timely communication of service events
• Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound
• Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible

Requirements

• Bachelor or Associate degree with work experience in mechanical, Electrical, or other Engineering, Computer Science, or equivalent
• Typically, 5
• 8 years' experience, preferably in an HPC related environment
• Good knowledge and experience of Linux/Unix operating systems
• Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation
• Excellent organizational, collaborative, and customer relations skills with the ability to remain calm under pressure and deadlines
• Strong verbal and written communications in English
• Excellent analytical and problem-solving skills
• Willing to work “on call” on a staff rotating basis
• Must have availability to provide after-hours support work, as required
• Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of engineering with well described problem details
• Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team
• Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs
• Ability to multi-task and prioritize, switching between working several issues at once
• Strong mechanical capabilities
• Strong electrical component design knowledge
• Good thermal/cooling design knowledge
• Desire to learn and grow by utilizing and learning new technologies and tools
• Capability to work across GEOs and alongside sales, service SMEs, operations, and management groups
• Desire to challenge how things are done if there is a better way
• Strong customer focus, ability to act as liaison to customer

Tech Stack

• Linux
• Switching
• Unix

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion