Engineering Resolution Team - Modular Storage

Hewlett Packard Enterprise • Alpharetta, GA

4d • Hybrid

About The Position

Engineering Resolution Team - Modular Storage This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 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 varied 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: Key responsibilities Act as the highest-level engineering escalation point for MSA storage product issues; lead technical diagnosis and resolution for complex, high-impact incidents. Work directly with HPE Services, field engineers, product engineering, and support teams to triage and remediate production outages and critical problems. Perform deep triage: log analysis, diagnostics, firmware and software analysis, SAN tracing, packet captures, and hardware fault isolation. Drive root-cause analysis (RCA) and create clear technical reports, action plans, and timelines for resolution and preventative measures. Maintain and update runbooks, escalation procedures, and knowledge base articles to reduce time-to-resolution for recurring issues. Participate in on-call rotations for urgent incident response and provide timely updates to stakeholders during major incidents. Collaborate with product engineering to reproduce, debug, and close defects; validate fixes and ensure timely release and field deployment. Provide technical mentoring and guidance to support and field service engineers on MSA-specific troubleshooting best practices. Support remote collaboration with customer sites for complex diagnostics or outage recovery. Create technical documentation for use in knowledgebase engineering and customer advisories.

Requirements

• 5+ years of hands-on experience supporting storage systems, with at least 2–3 years focused on HPE MSA arrays or equivalent midrange SAN arrays.
• Strong knowledge of SAN technologies and protocols: iSCSI, Fibre Channel, zoning, LUN mapping, multipathing.
• Solid understanding of storage concepts: RAID, caching, snapshots, replication, thin provisioning, performance tuning.
• Experience with storage diagnostics and tools (logs, event traces, packet capture analysis, vendor diagnostic utilities).
• Proficiency with Linux and Windows server environments and basic OS-level troubleshooting (logs, network connectivity, multipath).
• Scripting skills (Python, Bash, or PowerShell) for automation and log parsing.
• Excellent verbal and written communication: can produce concise RCA and communicate status to technical and non-technical stakeholders.
• Ability to work under pressure, prioritize multiple high-urgency tasks, and lead cross-functional coordination.
• Willingness to participate in 24x7 on-call rotation.

Nice To Haves

• Familiarity with firmware development lifecycle, change control, and QA validation processes.
• Prior experience in customer support providing deep technical troubleshooting.
• Degree in Computer Science, Electrical Engineering, or related technical field (or equivalent experience).

Responsibilities

• Act as the highest-level engineering escalation point for MSA storage product issues; lead technical diagnosis and resolution for complex, high-impact incidents.
• Work directly with HPE Services, field engineers, product engineering, and support teams to triage and remediate production outages and critical problems.
• Perform deep triage: log analysis, diagnostics, firmware and software analysis, SAN tracing, packet captures, and hardware fault isolation.
• Drive root-cause analysis (RCA) and create clear technical reports, action plans, and timelines for resolution and preventative measures.
• Maintain and update runbooks, escalation procedures, and knowledge base articles to reduce time-to-resolution for recurring issues.
• Participate in on-call rotations for urgent incident response and provide timely updates to stakeholders during major incidents.
• Collaborate with product engineering to reproduce, debug, and close defects; validate fixes and ensure timely release and field deployment.
• Provide technical mentoring and guidance to support and field service engineers on MSA-specific troubleshooting best practices.
• Support remote collaboration with customer sites for complex diagnostics or outage recovery.
• Create technical documentation for use in knowledgebase engineering and customer advisories.

Benefits

• 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.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees