ERT Storage Networking Engineer

ERT Storage Networking Engineer

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

   

This position is for an Engineer III (Specialist) in the HPE Storage Networking Engineering Resolution Team (ERT) within HPE Services, Global Support Remote. ERT engineers are responsible for resolving complex technical customer issues across HPE Storage Networking technologies.  They take a leadership role technically and situationally, requiring little managerial oversight. Often, they cover multiple technical disciplines and can resolve solution level issues. Typically, they are recognized experts in specific component areas within their team.

HPE Storage Networking Engineering Resolution Team engineers play a key role in multi-disciplined teams supporting new and existing products and solutions. In this specific role, you will be responsible for providing engineering support of HPE Storage Networking products (HBAs & FC Switches).  This includes triaging, debugging, and resolving customer issues. You will work with a globally diverse team, and occasionally take standby/after-hours work. The role requires strong collaboration with peers, partners, and managers to resolve issues to completion.

You will work within end to end 'Tier-less' support teams, collaborating with other support engineers, passing on ideas and troubleshooting tips to progress customer problems towards resolution.  In many cases you will be taking the lead in driving those situations towards resolution as the recognized team expert in that area. You’ll do this self-sufficiently with little management intervention and should be capable of dealing with multiple component areas technically.

You will sometimes work directly with the customer, for more urgent issues, to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers. You may develop tools and technical knowledge that prevent problems or significantly speed their resolution. It is expected that you increase the capabilities and self-sufficiency of your Tier-less support team by sharing your component knowledge areas. You may also be working with product development teams to influence supportability design decisions or resolve product quality issues.

About the Job

• Provide technical support and expertise to customers, focusing on solutions for various hardware faults, business systems and application problems for customers, onsite engineering personnel, and Authorized Service Providers on standard, specialized or complex systems, remotely.
• Develop and deliver training/management/troubleshooting tools etc. within a specific area of expertise to increase self-sufficiency.
• Work on complex problems / projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
• Apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
• Work on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
• Resolve technical issues (primarily hardware) from incoming internal or external businesses and end user's contacts and proactive notification system for HPE Servers and related products.
• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Provide direction, input, and guidance to process improvements, especially in specific areas of acknowledged expertise within the ER team.
• Articulate recommendations and clearly explain resolutions to clients.
• Influence supportability decisions and work to resolve product quality issues with our Business Units.
• Provide our customers with high quality support delivery and drive team success by resolving elevated or escalated 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. 
• Developing customer communications as needed (Customer Advisories).

• Actively manage issue backlog and balance workload with teammates.
• Drive timely resolution of defects, enhancements, and product improvement recommendations.
• Provide leadership in Class Problem identification, data analysis, and driving timely solutions.
• Development and maintenance of troubleshooting tools, as needed.
• Assess incoming issues and develop knowledge and training to improve partner skills and reduce inappropriate elevations and faster customer issue resolution. 
• Regular, active engagement in OneTeam Collaboration Slack channels.
• Provide mentoring to RTCC partners.
• Leadership within Tier-less team in areas of acknowledged expertise (training, whitepapers, tools etc.) to increase team self-sufficiency.
• Accurately tracking time spent on case resolution and proactive work.

Working relationships:

Internal:

• ERT/ESS Management
• ERT/PIR engineers
• Compute Hardware product development engineers
• Technical Escalation engineers (TEMs)
• Members of Tier-less teams
• Field engineers

External:

•  Customers
•  3rd parties that may provide a component to a solution used by a customer
•  OEMs that may produce some components for HPE solutions

Personal Skills and Qualities:

• Recognized team player.
• Ability to cope and work well under pressure.
• Ability to work and communicate directly with customers.
• Passion for networking technologies; enjoys tearing apart and fixing things.
• Risk taking; willingness to jump in and eagerly take on new challenges.

Technical Skills and Knowledge:

• Knowledge of B-Series, C-Series, and M-Series networking switches.
• Experience working with iSCSI, Fibre Channel, and FCoE protocols.
• Basic SAN troubleshooting skills.
• Knowledge and experience with native Fibre Channel Host Bus Adapters (HBA), Converged Networking Adapters (CNA), and Virtual Connect storage interconnect modules.
• Knowledge of operating system storage I/O software stacks (i,e. Linux DM-Multipath, Windows Storport, VMware ESXi storage I/O software, NMP, HPP is a plus
• Excellent analytical and problem solving skills
• Fundamental knowledge of SAN wire protocols to facilitate packet capture analysis using FC and network analyzers is a plus
• Experience with SAN Management applications and tools used by customers (SANnav, DCNM, NDFC, etc.) is a plus

Other requirements:

• Excellent communication skills (written and verbal) to multiple technical levels.
• Demonstrated strong written and verbal communication skills in English.
• Must be a team player and show ability and willingness to motivate and support other engineers.
• Must have the ability to prioritize and manage multiple reactive and proactive tasks.
• Skilled in developing clear ‘Action Plans’ for customer resolution.
• Effectively resolve technical escalations.
• Strong leadership skills with proven track record of leading other technical players.

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

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.

#puertorico

#globalIT

Job:

Engineering

Job Level:

TCP_03

    

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: $78,700.00 - $181,200.00

Estimated job application period closure is March 2025. While this is the expected application time frame, there are many factors which may result in a change. If this position is still open beyond the anticipated closure time frame, it is likely HPE is still actively recruiting for this role and all qualified and interested candidates are encouraged to apply.

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. .