Engineering Resolution Team Compute Hardware Engineer
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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 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:
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/PIR 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 some 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.
- Skills in Linux and VMware and/or other virtualization technologies.
- Experience with programming languages such Python, C/C++, HTML/DHTML, XML, X86 assembly and databases is a plus.
- Basic networking knowledge and troubleshooting skills.
- Storage solution knowledge.
- Excellent analytical and problem-solving skills.
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.
Additional Skills:
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)
What We Can Offer You:
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.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
#unitedstates
Job:
Engineering
Job Level:
TCP_03
States with Pay Range Requirement
The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.
USD Annual Salary: $78,700.00 - $181,200.00
Estimated job application period closure is March 2025. While this is the expected application time frame, there are many factors which may result in a change. If this position is still open beyond the anticipated closure time frame, it is likely HPE is still actively recruiting for this role and all qualified and interested candidates are encouraged to apply.
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO F/M/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. .
Top Skills
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology.
More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
