HPC & AI Software - Engineering Resolution Engineer

Job Description:

The role:

Provides customer support for HPE's Slingshot software products and collaborates with R&D on issues. Responsibilities may include leading customer troubleshooting meetings, system testing and upgrades, and monitoring issue tickets. Candidate is expected to analyze software issues and provide final resolutions or workarounds when possible. This may also include managing escalations to the next level of engineering and ensuring issues are documented completely and are technically sound.

Responsibilities:

• Analyze, reproduce, isolate and resolve issues pertaining to Slingshot Software.

• Provide technical support for customer reported issues escalated to Level 3 support.

• Escalate unresolved issues internally to HPE R&D.

• Perform selected product pre-release testing.

• Document/communicate throughout the whole process of working an issue until closure.

• Create and review selected customer documentation and notices.

• Must be able to provide after-hours support when necessary.

• Provides guidance and mentoring to less-experienced staff members.

Education and Experience Required:

• Bachelor's or Master's degree in Computer Science/Engineering, Information Systems, or equivalent.

• Typically 6-10 years experience.

Knowledge and Skills:

• Hands-on experience supporting HPE Cray EX systems, HPE Cray Supercomputing platforms, or other leadership-class and exascale supercomputing environments.

• Experience with HPE Slingshot interconnects, InfiniBand fabrics, high-speed Ethernet, or other large-scale HPC networking technologies.

• Can independently perform enterprise Linux diagnostics and administration involving system services, network troubleshooting, log correlation, performance analysis, system-health assessment, and automation using Bash, Python, or comparable scripting tools.

• Experience supporting parallel filesystems, enterprise storage platforms, cluster-management services, or HPC monitoring systems.

• Prior involvement in system upgrades, installations, maintenance windows, acceptance activities, or multi-party technical projects.

• Willingness to participate in an on-call rotation, planned after-hours maintenance, and additional onsite support during major incidents or system outages.

• Ability to gather data, perform analysis, reproduce and resolve issues or escalate to HPE R&D or external partners, working with them until closure.

• Knowledge and experience with working with 3rd party suppliers.

• Ability to multi-task and prioritize, switching between working several issues at once.

• Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team.

• Good communication skills, internally within HPE and externally with customers and suppliers, both verbal and written

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.

Job:

Job Level:

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.

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