Engineering Resolution Team HPC & AI Cray Engineer

Job Description:

• Troubleshoot and resolve customer issues on all supported in Global Support HPC & AI Compute systems, with a primary focus on HPE Cray & ProLiant XD.
• Lead technical investigations across compute, networking, and OS.
• Work closely with R&D, Field Engineers, OEM partners, and OneTeam support teams to provide expert-level problem resolution.
• Develop and implement debugging tools, scripts, and methodologies to accelerate issue resolution and prevent recurrence.
• Serve as a trusted advisor and mentor, guiding virtual team engineers, enabling self-sufficiency, and fostering a knowledge-sharing culture.
• Actively contribute to OneTeam collaboration channels, leading discussions, sharing best practices, and ensuring smooth case progressions.
• Participate in Class Problem identification and root cause analysis, working with engineering teams to drive sustainable fixes.
• Influence product supportability and quality by collaborating with HPC R&D teams and providing feedback on system design improvements.
• Lead technical training sessions, creating structured troubleshooting methodologies for internal teams and customer engineers.
• Engage directly with customers, providing high-level technical expertise, action plans, and issue resolution strategies.
• Work as a member of a globally diverse team, contributing to continuous process improvements and enhanced customer experiences.
• Work standby shifts as required.

Key Deliverables/Accountabilities

• Provide high-quality technical support by effectively resolving cases, ensuring timely resolution within Operating Level Agreements (OLAs).
• Serve as a technical leader in OneTeam Collaboration, actively engaging in mentorship, case reviews, and strategic knowledge-sharing.
• Develop customer advisories and proactive documentation, ensuring that solutions are accessible, repeatable, and scalable.
• Maintain effective backlog management, prioritizing critical cases and ensuring efficient workload distribution among peers.
• Drive the resolution of defects, enhancements, and product supportability recommendations, working closely with R&D teams.
• Identify Class Problems and systemic technical challenges, developing solutions that prevent recurrence and enhance customer experience.
• Develop and maintain troubleshooting tools and automation scripts, increasing efficiency in case diagnostics and resolution.
• Actively contribute to the self-sufficiency of global virtual teams, sharing technical expertise and reducing inappropriate escalations.

Working Relationships:

Internal:

• Engineering Resolution Team (ERT) and HPC CoE engineers
• HPC R&D teams and Product Development Engineers
• Escalation Managers & Technical Coordinators

External:

• HPE Customers
• OEM Partners (NVIDIA, AMD, Intel, Mellanox, etc.)

Eligibility & Qualification:

Personal Skills & Qualities:

• Recognized team player, fostering a OneTeam mindset and driving collaboration across teams.
• Strong technical leadership skills, enabling engineers to become more self-sufficient and independent problem solvers.
• Passion for HPC & AI, with a problem-solving and continuous learning approach.
• Excellent communication skills, capable of engaging both technical and non-technical audiences in high-impact discussions.
• Self-driven, proactive, and accountable, capable of handling multiple responsibilities in high-pressure environments.
• Effective mentor and coach, dedicated to empowering teams and improving organizational technical capabilities.

Technical Skills & Knowledge

• Deep expertise in HPC architectures, including Apollo, Cray XD, ProLiant XD, etc.
• Strong Linux troubleshooting
• Networking knowledge, including high-speed interconnects (InfiniBand, HPE Slingshot, etc.).
• HW Management knowledge (BMC, iLO, PCIM).
• Coding skills (Python, Bash, or C/C++) for tool development and automation are a plus.
• Exposure to support of HPE Supercomputing solutions, Apollo, Cray, etc. is a plus.

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.