Engineering Resolution Engineer

Engineering Resolution Engineer – Compute VMware

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 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 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:

In this specific role, you will be responsible for the engineering support of all aspects of customer virtualized operating environments. You need knowledge and experience working at the operating system level, networking and hardware knowledge, strong troubleshooting skills, internals knowledge and excellent debugging skills. In depth knowledge of all aspects of VMware is helpful. You will need to commit to the position for a minimum of two years, be available to work with a globally diverse team, and take standby/after-hours work.

How you will make your mark:

• Work to troubleshoot and resolve customer issues on all supported HPE Compute Hardware systems
• Resolve issues in VMware, HPE Value Add software, networking and other, up and coming virtualization solutions.
• Troubleshoot issues using various tools and debugging skills. Reproduce customer issues as necessary for debugging.
• Work with the Customer Support Hubs and Centers and/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.
• Understand Virtual Team Center Engineers training needs and proactively mentor, coach, develop and deliver trainings to address these needs.
• Develop tools and technical knowledge that prevent problems or significantly speed their resolution.
• Work directly with the product business units to drive improvements in quality, supportability, support processes, and future products.
• Provide our customers with high quality support delivery and drive team success by resolving 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.
• Actively manage case backlog and balance workload with team mates.
• Drive timely resolution of defects, enhancements, and product improvement recommendations.
• Participate 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.
• Provide mentoring to virtual team partners.

About you:

• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, other engineering or equivalent combination of education and experience.
• More than 3 years of experience in a customer support, IT support and/or software development role.
• Fluent in written and verbal English
• 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.
• Drive for taking ownership of problems and self-development.
• Excellent judgment, flexibility and perseverance.
• Solid decision making and negotiating skills.
• Flexibility to adapt to changing priorities and business requirements.
• Curiosity, fearlessness and willingness to jump into ambiguous technical situations

Technical skills:

• Experience in multiple computer software and hardware disciplines.
• Must be proficient in VMware and other virtualization technologies, ability to demonstrate in-depth understanding of system level functions.
• Networking and storage knowledge, especially drivers and firmware tools.
• Performance data collection and tuning experience using various industry tools is helpful
• Coding skills and tool development.

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.

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Job:

Engineering

Job Level:

TCP_04

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: $98,000.00 - $225,500.00

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. .