HPC & AI - Software Engineering Resolution Engineer
About The Position
The Software Engineering Resolution Engineer provides customer support for HPE's Cray Programming Environment software and collaborates with software vendors to resolve issues. The role involves analyzing, reproducing, isolating, and resolving software issues; supporting customer-reported issues escalated to Level 3; and coordinating with HPE R&D or programming tool partners when issues require further escalation. The engineer may lead customer troubleshooting meetings, perform system testing and selected product pre-release testing, monitor vendor bug tickets, and provide final resolutions or workarounds where possible. They are responsible for documenting and communicating progress through issue closure, and may create or review customer documentation and notices. The role also includes mentoring less-experienced staff and providing after-hours support when necessary. This is a hybrid role, with an average requirement of two days per week in an HPE office.
Requirements
- Bachelor's or Master's degree in Computer Science/Engineering, Information Systems, or equivalent.
- Typically 6–10 years of experience.
- Knowledge of and experience with Linux operating systems.
- Experience installing and configuring GPU drivers.
- Experience using GPU performance and profiling tools, such as NVIDIA Nsight.
- Knowledge of and experience with programming environments including C++, Fortran, Python, and MPI.
- Experience with debugging and performance analysis tools, including CPE tools and libraries.
- Ability to gather data, analyze, reproduce, and resolve issues, or escalate them to HPE R&D or external partners and work with them through closure.
- Knowledge of and experience working with third-party suppliers.
- Ability to multitask and prioritize while switching between several issues.
- Ability to work effectively as part of a team investigating and resolving complex problems.
- Good verbal and written communication skills with HPE colleagues, customers, and suppliers.
Nice To Haves
- Prior experience with containerization such as Apptainer.
- Experience with PyTorch, NCCL, and/or RCCL.
Responsibilities
- Analyze, reproduce, isolate, and resolve issues pertaining to the Cray Programming Environment.
- Provide technical support for customer-reported issues escalated to Level 3 support.
- Escalate unresolved issues to HPE R&D or programming tool partners, depending on the issue isolation.
- Perform selected product pre-release testing.
- Document and communicate throughout the issue-resolution process until closure.
- Create and review selected customer documentation and notices.
- Provide after-hours support when necessary.
- Provide guidance and mentoring to less-experienced staff members.
Benefits
- A comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
- Career and professional development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
