Global Remote Service Engineer

Job description

Global Remote Service Engineer

  

Job Description:

   

Cray, a Hewlett Packard Enterprise company has an opening for a remote Service Engineer with broad multi-system knowledge to join our Global Remote Service (GRS) team.  This position is part of our operational team to work with our global customer base and Level 3 teams to provide world-class service on the range of Cray and HPE Supercomputers and Storage products. 

In this position, you will have the opportunity to work with the latest and most advanced technologies as well as all the more familiar legacy Cray solutions.  You will be a part of a global team that provides exceptional remote software, hardware and network troubleshooting.  Additionally, the candidate will be responsible for :

·  Documentation and timely communication of service events
·  Expert end-users support to remotely diagnose, troubleshoot, and debug complex software, compute, and I/O subsystems
·  Analyzing system software, third-party software and hardware issues.  And, provide final resolutions or workarounds when possible

Key qualifications include:

·  Bachelor’s degree in Computer Science, Engineering or related field/discipline. 
·  12+ years of experience, preferably in an HPC or storage related environment
·  Excellent organizational, collaborative and customer relations skills with the ability to remain calm under pressure and deadlines
·  Strong verbal and written communications
·  Strong analytical and problem-solving skills
·  Ability to gather data and perform root-case analysis of customer reported issues, escalating to the next level of support or Engineering with recommendations for resolution
·  Ability to effectively manage the break fix process by remotely assisting with updates and patches 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, R&D and management groups
·  Desire to challenge how things are done if there is a better way
·  Proficient knowledge and experience of Linux/Unix operating systems, file systems, networking and security
·  Programming and scripting knowledge and experience (e.g. Perl, Python, C++, etc.)
·  In-depth knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation. 
·  Ability to function as a mentor for other technical support staff, coordinating hardware site activities, and acting as liaison to customer

Additional desired skills:

·  Familiarity working with Containers and container orchestration: Docker/Kubernetes
·  Working experience with Kubernetes, RESTful APIs, LustreNetworking skills (Ethernet, InfiniBand) a plus
·  Experience performing software updates, patch installation and hardware repairs (swapping boards, etc.)
·  Experience with Salesforce.com

Job Conditions:

·  Rotation of on-call duties with other staff to provide 24x7 coverage
·  Occasional travel for training or to assist with installations or support remote systems
·  U.S. citizenship (Clearance helpful)
·  Ability to lift up to 35 lbs. overhead

We offer:

·  A competitive salary and extensive social benefits
·  Diverse and dynamic work environment
·  Work-life balance and support for career development

Find out how HPE is driving innovation through Inclusion and Diversity! Our commitment to Inclusion and Diversity is key to HPE's foundation principles. Our global community of employees is one of our greatest strengths.

Come see what sets us apart

! https://h20195.www2.hpe.com/V2/GetDocument.aspx?docname=A00062479ENW  

Job:
Services

Job Level:
Specialist

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.