Job Description:

Job Description Summary:

This position is for an Engineer III (Specialist) in the HPE Compute Hardware Engineering Resolution Team (ERT) within HPE Services, Engineering Services and Support.

ERT engineers are responsible for resolving complex technical customer issues across HPE Compute and Storage technologies.  They take a leadership role technically and situationally, requiring little managerial oversight. Often, they cover multiple technical disciplines and can resolve solution level issues. Typically, they are recognized experts in specific component areas within their team and take leadership roles within the Tier-less team in those areas.

HPE Compute Engineering Resolution Team engineers play a key role in multi-disciplined teams supporting new and existing products and solutions. In this specific role, you will be responsible for providing engineering support of HPE Compute Hardware across the entire portfolio of HPE servers (HPE Proliant, Synergy, and possibly others).  This includes triaging, debugging, and resolving customer issues related to hardware issues. You will work with a globally diverse team, and occasionally take standby/after-hours work. The role requires strong collaboration with peers, partners, and managers to resolve issues to completion.

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 in that area. You’ll do this self-sufficiently with little management intervention and should be capable of dealing with multiple component areas technically.

You will sometimes work directly with the customer, for more urgent issues, 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 component knowledge areas. You may also be working with product development teams to influence supportability design decisions or resolve product quality issues.

Job specifics/responsibilities:

• Provide technical support and leadership to customers, focusing on solutions for various hardware faults, business systems and application problems for customers, onsite engineering personnel, and Authorized Service Providers on standard, specialized or complex systems, remotely.
• Develop and deliver training/leadership/troubleshooting tools etc. within a specific area of expertise to increase self-sufficiency.
• Work on complex problems / projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
• Apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
• Work on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
• Resolve technical issues (primarily hardware) from incoming internal or external businesses and end user's contacts and proactive notification system for HPE Servers and related products.
• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Provide direction, input, and guidance to process improvements, especially in specific areas of acknowledged expertise within the ER team.
• Articulate recommendations and clearly explain resolutions to clients.
• Influence supportability decisions and work to resolve product quality issues with our Business Units.

Key deliverables:

• Provide our customers with high quality support delivery and drive team success by resolving elevated or escalated cases. This includes responding within Operating Level Agreements (OLA’s), analyzing data, developing and communicating customer/problem specific action plans and efficiently driving issues to resolution. 
• Developing customer communications as needed (Customer Advisories).
• Actively manage issue backlog and balance workload with teammates.
• Drive timely resolution of defects, enhancements, and product improvement recommendations.
• Provide leadership in Class Problem identification, data analysis, and driving timely solutions.
• Development and maintenance of troubleshooting tools, as needed.
• Analyze incoming issues and develop knowledge and training to improve partner skills and reduce inappropriate elevations and faster customer issue resolution. 
• Regular, active engagement in OneTeam Collaboration Slack channels.
• Provide mentoring to RTCC partners.
• Leadership within Tier-less team in areas of acknowledged expertise (training, whitepapers, tools etc.) to increase team self-sufficiency.
• Accurately tracking time spent on case resolution and proactive work.

Working relationships:

Internal:

• ERT/ESS Management
• ERT Engineers
• Compute Hardware product development engineers
• Technical Escalation engineers (TEMs)
• Members of Tier-less teams
• Field engineers

External:

•  Customers
•  3rd parties that may provide a component to a solution used by a customer
•  OEMs that may produce components for HPE solutions

Personal Skills and Qualities:

• Recognized team player.
• Ability to cope and work well under pressure.
• Ability to work and communicate directly with customers.
• Passion for hardware technologies; enjoys tearing apart and fixing things.
• Risk taking; willingness to jump in and eagerly take on new challenges.

Technical Skills and Knowledge:

• Knowledge of x86 architecture and ability to quickly learn other architectures.
• Physical hardware debug skills
• Power Systems
• PCIe, SASA SATA, NVME, i2c
   

Other requirements:

• Excellent communication skills (written and verbal) to multiple technical levels.
• Demonstrated strong written and verbal communication skills in English.
• Must be a team player and show ability and willingness to motivate and support other engineers.
• Must have the ability to prioritize and manage multiple reactive and proactive tasks.
• Skilled in developing clear ‘Action Plans’ for customer resolution.
• Effectively resolve technical escalations.
• Strong leadership skills with proven track record of leading other technical players.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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