Engineering Solutions & Support Engineer, Compute OS

Engineering Solutions & Support Engineer, Compute OS

  

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

   

As a Engineering Solutions & Support Engineer, Compute OS, you will work with the Customer Support Center, or directly with the customer, to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers.  You will work closely with HPE's Linux distribution partners and HPE R&D teams to quickly resolve complex problems. You may develop tools and technical knowledge that prevent problems or significantly speed their resolution.  It is expected that you increase the capabilities and self-sufficiency of support personnel who work directly with the end customer.

Job scope/summary:

This position is for an Engineer IV (Senior Engineer TCP) in the Engineering Resolution Team (ERT) within the HPE Services Global Technology Support organization.  ERT engineers are responsible for resolving complex technical customer issues across all HPE Compute Servers.  The role consists of isolating problem root cause to the code/component level and working with R&D and OEM partners to make modifications to resolve issues.

In this position, you will be responsible for the engineering support of all aspects of supporting customers’ Linux networking environments on HPE Compute Hardware systems. You will work closely with HPE's Linux distribution partners, HPE networking partners, and HPE R&D teams to quickly resolve complex problems.   You will need to be available to work with a globally diverse team and take standby/after-hours work. 

You will work within end-to-end 'Tier-less' support teams, collaborating with other support engineers, passing on ideas and troubleshooting tips to progress customer problems towards resolution.  In many cases, you will be taking the lead in driving those situations towards resolution as the recognized team expert. You’ll do this self-sufficiently with little management intervention and should be capable of dealing with multiple component areas technically.

You may work directly with the customer, to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers. You may develop tools and technical knowledge that prevent problems or significantly speed their resolution.  It is expected that you increase the capabilities and self-sufficiency of your Tier-less support team by sharing your knowledge, developing support tools etc., thus increasing the delivery capabilities of the “OneTeam” overall. You will also be working with product development teams to influence supportability design decisions.

Education and Experience

• Bachelor's or Master’s degree in Computer Science, Computer Engineering, other engineering, or equivalent combination of education and experience.
• Minimum 5 years’ experience.

Knowledge and Skills

• Proficient in Linux operating system technologies and ability to demonstrate in-depth understanding of system level functions.
• Knowledge of HPE Industry Standard Servers architectures.
• Networking knowledge, especially drivers and firmware tools.
• Performance data collection and tuning experience using various industry tools is helpful.
• Coding skills and tool development.
• Experience in multiple computer software and hardware disciplines.
• Ability to troubleshoot, isolate, and resolve complex problems.
• Ability to quickly learn products/technologies to a deep level.
• Experience in effectively dealing with difficult people and process situations. Ability to work effectively with colleagues and customers across time zones, geographic, and cultural boundaries.
• Excellent verbal and written communication skills.
• Strong conflict resolution skills. 
• Drive for taking ownership of problems and self-development.
• Excellent judgment, flexibility and perseverance.
• Ability to effectively manage many responsibilities at the same time.
• Solid decision making and negotiating skills. 

Working relationships:

Internal:

• ERT Linux and Networking team
• Other ERT teams and managers
• ER Technical Coordinators
• Escalation managers
• GST engineers around the world
• Account support team members
• R&D engineers in HPE Compute and Storage organizations

External:

• OEM Partners (examples: Red Hat, SUSE, Broadcom, etc)
• HPE Customers

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.

Job:

Engineering

Job Level:

TCP_04

    

    

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

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