HPC & AI Hardware - Engineering Resolution Engineer

Hewlett Packard Enterprise • Evansville, WI

6d • Onsite

About The Position

HPC & AI Hardware - Engineering Resolution Engineer This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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: The candidate must be open to travel potentially once per quarter. Rotation of on-call duties with other staff to provide 24x7 coverage Periodic international travel for training or to assist with installations or support remote systems Willing and able to obtain security clearance. Physical agility and ability to lift more than 50lbs The role: 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. This includes communication to/from the customer from HPE. Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible. About you: 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 Safety focused Comfortable working around high voltages #unitedstates @chippewafalls #wisconson 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. 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #unitedstates #highperformancecompute Job: Engineering Job Level: TCP_04 "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. – United States of America: Annual Salary USD 105,500 - 243,000 in Wisconsin The listed salary range reflects base salary. Variable incentives may also be offered." Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global 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 Protected Veteran/ Individual with Disabilities. 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COVID Policy The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, if applicable to the role you applied to, you must be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. 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E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. You can also download the posters with information on legal rights and protection by clicking here and here. Accessibility Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email [email protected]. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. 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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
• Safety focused
• Comfortable working around high voltages

Nice To Haves

• Cloud Architectures
• Cross Domain Knowledge
• Design Thinking
• Development Fundamentals
• DevOps
• Distributed Computing
• Microservices Fluency
• Full Stack Development
• Security-First Mindset
• User Experience (UX)

Responsibilities

• 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. This includes communication to/from the customer from HPE.
• Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible.

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
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees