HPC BU Global Remote Service Engineer

HPC BU Global Remote Service Engineer

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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 diverse 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:

   

Hewlett Packard Enterprise company has an opening for a Remote Service Engineer with broad multi-system knowledge to join our High-Performance Compute Business Unit (HPC BU) Global Remote Service (GRS) team. This position is part of our HPC AI Business Unit team working with our global customer base and Level 3 teams to provide world-class service on the range of HPE HPC Supercomputers and Storage products supporting specialized and complex solutions.

In this position, you will have the opportunity to troubleshoot and resolve hardware, software and interconnect issues on the latest and most advanced technologies.  You will be a part of a global team that provides exceptional remote services to customers, onsite engineering personnel and Authorized Service Providers. 

How You'll Make Your Mark

• Comfortable and effective in combining technical expertise with customer service to manage customer and partner post-sales support issues from start to finish.   

• Ability to develop a rapport and empathy for the customer situation. 

• Triage customer issues remotely to determine hardware, software, or I/O subsystems to initiate proper corrective actions and elevate when necessary.  

• 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 L3 SMEs ensuring issues are documented completely and are technically sound. This includes managing the communication to/from the customer from HPE.  

• Ability to act as a technical service customer advocate to validate technical and business data to contribute to and progress activities to bring the service event to resolution.    

• Analyzing system software, third-party software, hardware and interconnect issues.  And provide final resolutions or workarounds when possible. 

About You

• Completed a first-level university degree in Computer Science, Engineering or related field/discipline, and have 7 plus  years of technical service experience, preferably in an HPC or storage related environment 

• Experience with current versions of Linux/Unix operating systems, file systems, networking and security (Redhat/CentOS or its equivalent) 

• Experience and familiarity with scripting languages in the Linux/Unix environment such as e.g. Bash, Perl, Python, etc. 

• Experience with high-speed/low-latency networks such as Omni Path, InfiniBand; perhaps with debugging and tuning Mellanox Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation. 

• Aptitude to focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.). 

• Excellent organizational, collaborative and customer relations skills with the ability to remain calm under pressure and deadlines 

• Strong verbal and written communications in English 

• Strong analytical and problem-solving skills 

• Willing to work “On call” on a team rotating basis.  

• Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of support with well described problem details 

• Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs 

• Desire to learn and grow by utilizing and learning new technologies 

• Capability to work across GEOs and alongside sales, service SMEs, operations and management groups 

• Desire to challenge how