Engineering Resolution Compute Hardware Engineer
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
This position is for a Specialist level Engineer in the HPE Compute Hardware Engineering Resolution Team (ERT) within HPE Services, Global Support Remote. ERT engineers are responsible for resolving complex technical customer issues across HPE Compute and Storage technologies. Specialist level engineers take a leadership role technically and situationally, requiring modest Managerial oversight. They may have a wide breadth, covering multiple technical disciplines. Typically, they are recognized specialists in specific component areas within the team and take leadership roles within the Tier-less team in those areas.
HPE Compute Engineering Resolution Team engineers play a key role in multi-disciplined teams supporting new and existing products and solutions. In this specific role, you will be responsible for providing engineering support for HPE Compute Hardware across the entire portfolio of HPE servers (HPE ProLiant Gen10, Gen11, Apollo and Synergy)
This includes triaging, debugging, and resolving customer issues. You will need to commit to the position for a minimum of two years, be available to work with a globally diverse team, and take standby/after-hours work. The role requires strong collaboration with peers, partners, and managers to resolve completely resolve complex issues.
You’ll work within an end to end 'Tier-less' support team, collaborating with other support engineers, passing on ideas and troubleshooting tips to progress customer problems towards resolution, in some cases taking the lead in driving those situations towards resolution as the recognized team specialist in that area. You’ll do this self-sufficiently with little management intervention and should be capable of dealing with one or more component areas technically.
In this position, you will work within the ‘Tier-less’ support teams, perhaps directly with the customer, for more urgent issues, to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers. You will work closely within the Tier-less support team (ERT/PIR/Hubs/Centres etc.) to quickly resolve complex problems. You may develop tools and technical knowledge that prevent problems or significantly speed their resolution. It is expected that you increase the capabilities and self-sufficiency of your team by sharing your component knowledge areas, developing support tools etc., thus increasing the delivery capabilities of the team over time. You will also be working with product development teams to influence supportability design decisions.
Job specifics/responsibilities:
- Provides technical support & leadership to customers, focusing on solutions for various hardware faults, business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely.
- Develops and delivers training/leadership/troubleshooting tools etc. within a specific area of expertise to increase self-sufficiency.
- Works on complex problems / projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
- Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
- Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
- Resolves technical issues (primarily hardware) from incoming internal or external businesses and end user's contacts and proactive notification system for HPE Servers and related products.
- Responds to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
- Provides direction, input, and guidance to process improvements, especially in specific areas of acknowledged expertise within the ER team.
- Articulates recommendations and clearly explains resolutions to clients.
Key deliverables/accountabilities:
- Provide our customers with high quality support delivery and drive team success by resolving cases. This includes responding within Operating Level Agreements (OLA’s), analysing data, developing and communicating customer/problem specific action plans and efficiently driving issues to resolution.
- Developing customer communications as needed (Customer Advisories).
- Accurately tracking time spent on case resolution and proactive work.
- Actively manage issue backlog and balance workload with teammates.
- Drive timely resolution of defects, enhancements, and product improvement recommendations.
- Provide leadership in Class Problem identification, data analysis, and driving timely solutions
- Development and maintenance of troubleshooting tools, as needed
- Analyse incoming issues and develop knowledge and training to improve partner skills and reduce inappropriate elevations and faster customer issue resolution.
- Active engagement in OneTeam collaboration Slack channels.
- Provide mentoring to L2 partners.
- Leadership within Tierless team in areas of acknowledged expertise (training, whitepapers, tools etc) to increase team self-sufficiency.
Working relationships:
Internal:
- ER Management
- ERT/PIR engineers
- Compute Hardware product development engineers
- Field engineers
- Technical Escalation engineers (TEMs)
- Supply chain and other operational engineers
- Members of Tierless teams
External:
- Customers
- 3rd parties that may provide a component to a solution used by a customer
- OEMs that may produce some components for HPE that we badge as our own
Education (degree) and professional experience required:
- 3 plus years Support experience with HPE Compute Hardware Servers (Ex. HPE ProLiant Gen10 and Gen11 Servers, Synergy, Apollo, and Cray XD)
- Bachelor’s degree or equivalent work experience
- 3-6 years engineering experience in development and/or debugging hardware, firmware or software problems
Other requirements:
- Excellent communication skills (written and verbal) to multiple technical levels
- Demonstrated written and verbal communication skills in English
- Must be a team player and show ability and willingness to motivate and support other engineers
- Strong analytical skills
- Must have the ability to prioritize and manage multiple reactive tasks
- Skilled in developing clear ‘Action Plans’ for customer resolution.
- Effectively resolve technical escalations
- Strong leadership skills with proven track record of leading other technical players
- Must be flexible to occasionally work outside of standard hours
Personal skills and qualities:
- Recognised team player
- Ability to cope and work well under pressure
- Ability to work and communicate directly with customers
- Team builder that other technical players are keen to follow and work with.
- Passion for hardware technologies; enjoys tearing apart and fixing things
Technical skills:
- Knowledge of x86 architecture
- Experience with C/C++, Java, HTML/DHTML, XML, X86 assembly language, SQL database is a plus
- Experience with networking in terms of Ethernet, Fibre Channel (FC), and Fibre Channel over Ethernet (FCoE) knowledge and troubleshooting skills
- Network knowledge including LAN/WAN/ Infrastructure, TCP/IP, DHCP, DNS
- Understanding of Layer 2 and 3 internetworking technologies.
- Experience with HP Blade infrastructure and storage
- Good technical skills in Linux are preferred
- Excellent analytical and problem-solving skills
Additional Skills:
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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Job:
Engineering
Job Level:
TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
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Top Skills
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology.
More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
