Engineering Solutions & Support Engineer, Compute OS

Job description

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. 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: 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 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. 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. Job: Engineering Job Level: TCP_04 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global 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 . 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. Recruitment Fraud Alert We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications. All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.