Technical Support Engineer Staff

Technical Support Engineer Staff

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week 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:

   

Job Family Definition:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Management Level Definition:

Contributions impact technical components of HPE products, solutions, or services regularly and sustainable. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Provides expertise and partnership to functional and technical project teams and may participate in cross-functional initiatives. Exercises significant independent judgment to determine best method for achieving objectives. May provide team leadership and mentoring to others.

Responsibilities:

• Provide consultative technical support for cloud services and infrastructure.
• Address complex customer inquiries, troubleshoot issues involving multiple cloud services, and resolve technical problems.
• Collaborate and elevate/report issues to relevant teams in a timely manner when necessary.
• Ensure cloud resources and services to ensure optimal performance and availability.
• Collaborate with cloud architects and developers to implement new cloud solutions, report new issues, and gain insights on any potential underlying issues.
• Communicate effectively with customers, partners, and internal stakeholders to drive the issue resolution.
• Document customer interactions, technical issues, and key learnings in support tickets or knowledge bases.
• Manage and monitor the health status of cloud platform services and advise customers and support teams on performing regular maintenance and updates on cloud solutions.
• Analyze security patch levels of various cloud services and ensure cloud environments are secure and compliant with industry standards.
• Identify and implement improvements to enhance system reliability and performance.
• Create and maintain technical documentation, user guides, and FAQs.
• Share knowledge with wider cloud solution teams to improve overall support capabilities.
• Participate in training sessions and workshops to stay up to date with the latest cloud technologies.

Education and Experience Required:

• Bachelor's or master's degree in a related area of study with typically 7 - 10 years’ experience.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Proficiency in designing, integrating, and troubleshooting cloud services hosted on hybrid cloud platforms such as HPE Greenlake, Azure Stack HCI, and Experience with various public clouds, i.e. Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
• Understanding of cloud architecture, microservices communication, and comprehensive working knowledge of cloud building bl