HPC & AI - Software Engineering Resolution Engineer
About The Position
Provides customer support for Hewlett Packard Enterprise’s Cray Programming Environment software and collaborates with software vendors to address issues. The role analyzes reported software problems and provides final resolutions or workarounds when possible. It may involve leading customer troubleshooting meetings, conducting system testing, monitoring vendor bug tickets, and managing escalations to higher-level engineering teams while ensuring issues are fully documented and technically sound. The position also provides Level 3 support, performs selected pre-release product testing, and creates or reviews customer documentation and notices. The engineer documents and communicates progress throughout each issue until closure, works with HPE R&D or programming-tool partners on unresolved problems, and provides guidance and mentoring to less-experienced staff. After-hours support may be required. The role is hybrid, 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 and experience with Linux operating systems.
- Experience installing and configuring GPU drivers.
- Experience using GPU performance and profiling tools, such as NVIDIA Nsight.
- Knowledge and experience with programming environments and languages including C++, Fortran, Python, and MPI.
- Experience with debugging and performance-analysis tools, including CPE tools and libraries.
- Ability to gather data, analyze and reproduce issues, and resolve them or escalate them to HPE R&D or external partners through closure.
- Knowledge and experience working with third-party suppliers.
- Ability to multitask and prioritize across several issues.
- Ability to work effectively as part of a team investigating and resolving complex problems.
- Good verbal and written communication skills with internal teams, 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 related 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 based on 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.
- Guide and mentor less-experienced staff members.
- Work with vendors and third-party suppliers to investigate and resolve software issues.
Benefits
- Comprehensive benefits supporting physical, financial, and emotional wellbeing.
- Programs and resources supporting personal and professional development and career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
