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Global Remote Service Engineer at HPE in Bloomington, Minnesota

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:

Global Remote Service Engineer


Job Description:


At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work. Our legacy inspires us as we forge ahead dedicated to helping our customers make their mark on the world.

We’re solving the world’s most complex challenges, and our people are at the forefront of progress. As a Product Manager, you’ll play a part in building the future – one big idea at a time.  Working at HPE, you’ll have the resources to develop your talent and creativity.

 Recently, Cray became part of the HPE family of products and creates unique career opportunities for High Performance Computing professionals. 

Are you ready to unleash your potential?

HPE/Cray Global Technical Support (GTS) has an immediate opening for a remote service engineer with broad multi-system environment knowledge (generalist) to join our Global Remote Service (GRS) team.  Takes a lead role in providing highly visible on-site customer support through the performance of on-site installation, remote servicing and repair of complex Cray equipment and systems.  Provides both hardware and software technical support and maintenance for Cray’s massively parallel computer systems.

Primary Duties and Responsibilities:                

  • Provides expert pre-sale and/or post-sale technical support of company products/systems direct to Cray end-users who are diagnosing, troubleshooting, repairing, and debugging complex software, compute, and I/O subsystems via Cray diagnostic and remote support tools and/or telephone.

  • Provides technical support for presentations, product demonstrations, installation and maintenance of company products to ensure that the system is functioning according to specifications

  • Analyzes system software, third-party software and hardware issues.  Determines solution and implements repair or workaround when possible.  This includes effectively managing the break fix process by applying updates and patches, or initiating spares parts orders, arranging for on-site engineering support (as required) and managing open RMAs.

  • Escalates problems to product support groups and appropriate management to ensure timely resolution of system or customer issues

  • Answers customer inquiries concerning system software, hardware and applications. Document all significant events related to customer problems and providing timely updates to customers and management.

  • Work with various other Cray teams, including but not limited to; GRS peers, Cray Level 2, Cray Level 1 Site-Field, Publications, Training, Support Planning, Testing and Cray R&D.

  • Provides software development and consultation to prospective users

  • Checks out and approves operational quality of system equipment and software

  • Instructs customers in system operation and maintenance

  • Provides both remote and on-site responses to calls for assistance and service

  • Responsible for utilizing and managing maintenance software and diagnostics tools

  • Serves as company liaison with customer on administrative and technical matters for assigned projects

  • Effectively manage spares inventory including buffer spares and replacement parts


Minimum Education and/or Experience:

  • Bachelor’s degree in Computer Science, Engineering or related field/discipline.  At this level, graduate coursework may be desirable.

  • 12+ years of experience, ideally in an HPC-related area

Required Knowledge, Skills and Abilities:

  • Expert knowledge and experience of Linux/Unix operating systems, file systems, networking and security

  • Acquaintance with specific needs of HPC users desired

  • Programming and scripting knowledge and experience (e.g. Perl, Python, C++, etc.)

  • Ability to gather data and perform root-case analysis, escalating to the next level of support or Engineering with recommendation for resolution

  • In-depth knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation.  Performs software builds, software upgrades, patch installation and hardware repairs (swapping boards, etc.) as needed

  • Organizational skills that support taking an analytical approach to problems and driving solutions to problems through to their conclusion. 

  • Ability to lead a team in investigating and resolving complex problems

  • Excellent communication skills, both verbal and written

  • Excellent leadership skills, interpersonal skills, customer relations skills and problem management skills, with the ability to stay calm and professional under pressure while working to strict deadlines.

  • Ability to function as team lead to include mentoring other technical support staff, coordinating all hardware site activities, and acting as liaison to customer

Additional desired skills:

  • Working experience with Kubernetes, RESTful APIs desired

  • Familiarity working with Containers (Docker, Shifter) desired

  • Acquaintance with specific needs of HPC users desired

  • Networking skills (Omni Path, InfiniBand) a plus

Job Conditions:

 Rotation of on-call duties with other staff to provide 24x7 coverage

  • Occasional travel for training or to help support remote systems is required

  • U.S. citizenship or Clearance required

  • Ability to lift up to 35 lbs overhead



Job Level:



Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.


HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.