BigData Customer Care Engineer - "Remote within USA" at Hewlett Packard Enterprise in Colorado Springs, Colorado

Job Description:

BigData category continues to grow and expand in revenue, customer base, and ISV engagements. The category has top notch products and requires the added Customer Care focus to address product features and support gaps articulated by customers through the VoC surveys. Additionally the role will partner with PN to manage product escalations and improve the velocity of customer case closures

At HPE we believe in bold moves, the power of “Yes we can”, and being a force for good. Our work thrives on differences, fuelling creativity to give our customers all they deserve. But our work is far from over. In fact, we continuously push for better. We empower our team members to make an impact on our business and in the world while fostering a culture that is unconditionally inclusive. If you are looking at advancing your professional career, HPE will be in a position to help you create and collaborate on projects that challenge and inspire you to grow your knowledge. 

How you’ll make your mark:

• Develop and implement strategic improvement initiatives across the BigData Pillar customer base.


• Create clear objectives cutting across Pointnext, Product Management and engineering which will drive improvements in NPS, DSAT/CSAT scores YoY. 


• Drive proactive mitigation/remediation of systemic issues, be it product, process, and or support


• Assess system reliability as part of the initial design to ensure that there will be generation over generation improvements to overall  product design for resiliency, improved supportability, enhanced customer features to improve usability


• Investigate and address product configuration complexity, documentation (OCA, Sizer, Configuration wizard)


• Engage PointNext management to create a path to increase Access to Knowledge, create Product Training communication(webinars, tech talks), improve call flow processes, setup centralized internal portal for ease of finding product information (manuals, troubleshooting tools, advisories, etc)


• Improve support flows (GRS through elevations with ERT)


• Ensure that elevations and escalations are put into process


• Lead the enablement of HPE taking on 1st call for ISV partners


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About you:

• You have a Bachelor’s or Master’s degree in Computer Science, Information Systems or equivalent experience.


• You have 8+ years working as a Technical Marketing Engineer and experience with multiple software systems, infrastructure platforms, and workloads.


• Using, evaluating, and developing appropriate engineering design tools and software packages.


• Conducting reviews of material specifications and hardware and electrical component design


• Evaluating and selecting forms of empirical analysis, modeling and testingYou have experience evaluating different technologies or solutions and providing practical and concise feedback


• You have the ability to effectively communicate product architectures, design proposals and negotiate options at senior management levels.


• You have excellent written/verbal communication skills and analytical and problem-solving skills

What we can offer you:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

Find out more about us and follow us on:

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

COLORADO ONLY:

We are legally required to provide the following information for candidates seeking to staff this role in Colorado. The Colorado expected salary/wage range for this position is listed immediately below, although we reserve the right to offer above this range for exceptional candidates. Actual offer may vary from this range based upon geographic location, work experience, education, and/or skill level. Bonus, commission, and/or equity may also be offered. Information about employee benefits offered can be found at http:explorebenefits.hpe.com (userid: benefits / password: preview).

Annual Salary: $107,600.00 - $156,000.00

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COLORADO ONLY:
We are legally required to provide the following information for candidates seeking to staff this role in Colorado. The Colorado expected salary/wage range for this position is listed immediately below, although we reserve the right to offer above this range for exceptional candidates. Actual offer may vary from this range based upon geographic location, work experience, education, and/or skill level. Bonus, commission, and/or equity may also be offered. Information about employee benefits offered can be found at http:explorebenefits.hpe.com (userid: benefits / password: preview).
Annual Salary: $107,600.00 - $156,000.00
Job:
EngineeringJob Level:
Master    

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office

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.