Resident Network Engineer

Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description: The Resident Engineer reports into the Global Services (GS) division of Networks as part of the Advanced Services (AS) team, typically dedicated to a single customer. Advanced Services is an additional support option, which requires the purchase of a support contract. Resident Engineers are expected to be fluent not only in networking technology and general networking, but also in the specific customer deployments and use cases they support. Resident Engineers are the primary technical support contact for customers that purchase Advanced Services, and work with the customer directly and daily. They are entrusted to access customer production equipment to perform troubleshooting and repair. In this position, the primary role is one of 'break/fix', where the engineer's mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems. Resident Consultants extend this role to include proactive design and implementation guidance as well as more advanced troubleshooting, repair, and communication skills.

Key Tasks: Take ownership of customer issues, isolate networking product issues at configuration, network, hardware, or software levels, ensuring prompt service restoration and resolution to the customer's satisfaction using a systematic problem-solving approach. Work closely with other GS teams including JTAC/CFTS to ensure knowledge of the customer's networks, issues, and solutions. Keep AS management informed of all sensitive issues. In higher support levels, replicate customer environments and issues in lab and work closely with Network Engineering teams in providing bug fixes, patches or workarounds on software issues reported by customer. Provide necessary support for high profile technical escalations. Engage in email exchanges, conference calls and/or in-person meetings. Many RE's work inside the customer's facilities. Develop and maintain skills in the core products and technologies. Take all necessary internal and external training required and highlight any need for new training as the customer's networks evolve. Work with other technical teams within networking regarding new products and feature improvements for reliability, availability, and serviceability. This includes both SW and HW engineering groups. Contribute to internal and external technical documentation (PRs, White Papers, FAQs, KBs, TOIs). Develop a 'Can-Do' attitude and suggest opportunities to improve the team's performance and increase the customer's satisfaction.

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.