ESS Engineering Resolution Team Engineer - Compute Hardware
About The Position
This Engineer III (Specialist) position is part of Hewlett Packard Enterprise’s Compute Hardware Engineering Resolution Team within HPE Services, Engineering Services and Support. The role provides engineering support across HPE’s server portfolio, including HPE ProLiant and Synergy, by triaging, debugging, and resolving complex customer hardware issues. The engineer works in globally diverse, end-to-end Tier-less support teams and may lead technical situations as a recognized expert in one or more component areas. The role involves collaborating with support engineers, product development teams, field engineers, customers, and partners; providing advanced troubleshooting directly to customers when needed; and helping improve team capability through training, knowledge sharing, tools, and mentoring. The position may include standby or after-hours work. The role also contributes to supportability decisions and product quality improvements, drives elevated or escalated cases through resolution, and develops customer communications and action plans. It is designed as hybrid, with an average requirement of two days per week in an HPE office.
Requirements
- Knowledge of x86 architecture and ability to learn other architectures quickly.
- Physical hardware debugging skills.
- Knowledge of power systems, PCIe, SAS/SATA, NVMe, and i2c.
- Excellent written and verbal communication skills across multiple technical levels, including strong communication skills in English.
- Ability to work directly with customers and communicate effectively with them.
- Ability to prioritize and manage multiple reactive and proactive tasks.
- Ability to develop clear action plans for customer resolution.
- Ability to resolve technical escalations effectively.
- Strong leadership skills and a proven track record of leading other technical contributors.
- Ability and willingness to motivate and support other engineers.
- Ability to work well under pressure and as part of a team.
Nice To Haves
- Passion for hardware technologies and enjoyment of taking apart and fixing things.
- Willingness to take risks, jump in, and take on new challenges.
Responsibilities
- Provide technical support and leadership for hardware faults, business systems, and application problems affecting customers, onsite engineering personnel, and Authorized Service Providers.
- Resolve complex technical issues, primarily hardware-related, involving HPE servers and related products.
- Triage, debug, and resolve customer issues across HPE’s compute hardware portfolio.
- Respond to service, product, technical, and customer-relations questions about product features, specifications, repairs, parts, and options, based on customer entitlement.
- Lead elevated or escalated cases, analyze data, develop customer-specific action plans, and drive issues to resolution within Operating Level Agreements.
- Create customer communications, including Customer Advisories, as needed.
- Manage the issue backlog and balance workload with teammates.
- Drive timely resolution of defects, enhancements, and product-improvement recommendations.
- Lead class-problem identification, data analysis, and timely solution development.
- Develop and maintain troubleshooting tools as needed.
- Develop and deliver training, leadership, and troubleshooting tools in areas of expertise to increase team and partner self-sufficiency.
- Analyze incoming issues and develop knowledge and training to improve partner skills, reduce inappropriate elevations, and speed customer issue resolution.
- Mentor RTCC partners and share component knowledge with Tier-less support teams through training, whitepapers, tools, and other resources.
- Participate actively in OneTeam Collaboration Slack channels.
- Provide input and guidance on process improvements in areas of expertise.
- Influence supportability decisions and work with business units to resolve product-quality issues.
- Explain recommendations and resolutions clearly to clients.
- Accurately track time spent on case resolution and proactive work.
Benefits
- Comprehensive benefits supporting physical, financial, and emotional wellbeing.
- Career development programs to support professional growth and opportunities to develop expertise or apply skills in another division.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
