Description
Hewlett Packard Enterprise is seeking a talented and customer-focused HPC & AI Hardware - Engineering Resolution Engineer to join our expert support organisation.
This is an exciting opportunity to work on cutting-edge High Performance Computing (HPC) and Artificial Intelligence (AI) platforms, supporting complex hardware environments and helping customers maximise the value of their technology investments.
As an HPC & AI Hardware - Engineering Resolution Engineer, you will be responsible for diagnosing, troubleshooting, and resolving complex hardware issues across HPC and AI environments.
Working closely with customers, engineering teams, manufacturing, R&D, and support organisations, you will play a key role in ensuring reliable system performance and delivering exceptional customer experiences.
Responsibilities
- Investigate, diagnose, and resolve complex hardware-related issues in HPC and AI environments.
- Perform root cause analysis and develop effective corrective actions.
- Support customers throughout the entire lifecycle of a service issue, from initial diagnosis through to resolution.
- Analyse system hardware, interconnect, and infrastructure issues.
- Provide technical guidance, workarounds, and permanent solutions where possible.
- Work closely with Global Remote Support, Manufacturing, Testing, Training, Publications, Support Planning, and R&D teams.
- Manage escalations to engineering and development teams, ensuring issues are accurately documented and communicated.
- Support both HPE and third-party hardware solutions within customer environments.
- Maintain detailed case documentation and provide timely updates to customers and internal stakeholders.
- Assist with break-fix management through remote troubleshooting and on-site repair coordination.
- Participate in a rotating on-call schedule providing 24x7 support coverage.
- Travel periodically to support customer installations, training activities, and remote systems.
Requirements
- Bachelor's Degree, Associate Degree, or equivalent experience in Mechanical Engineering, Electrical Engineering, Computer Science, or a related discipline.
- Typically 5-8 years of relevant experience, ideally within an HPC, AI, or enterprise technology environment.
- Strong knowledge of Linux and Unix operating systems.
- Experience maintaining hardware and software systems.
- Familiarity with diagnostic and debugging tools used for problem isolation.
- Strong analytical and troubleshooting skills.
- Excellent written and verbal communication skills in English.
- Ability to work effectively under pressure whilst managing multiple priorities.
- Experience gathering, analysing, and documenting technical data to support issue resolution.
- Ability to work collaboratively with global teams and technical specialists.
- Strong customer-facing and relationship management skills.
Benefits
- Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
- Ongoing training, development, and career progression opportunities.
- Collaborative culture focused on innovation, customer success, and technical excellence.