Engineering Resolution Graduate

This role is designed as onsite, with an expectation that you will primarily work from an HPE office. Hewlett Packard Enterprise is the global edge-to-cloud company that helps organizations connect, protect, analyze, and act on their data and applications, from edge to cloud.

Job Family Definition

Customer Solution Centers include teams that provide customer access, pre-sales, post-sales, technical support, and service delivery. These technical teams resolve business systems, infrastructure, and application issues for customers, onsite engineers, and Authorized Service Providers across standard, specialized, and complex systems.

This position is based in an engineering laboratory and focuses on hands-on technical investigation, testing, troubleshooting, and resolution of hardware, software, configuration, and system-integration issues.

Management Level Definition

The role applies intermediate subject-matter knowledge to resolve a variety of common and moderately complex technical issues. You will work independently within established practices, procedures, and policies, and engage additional technical resources when needed.

Responsibilities

• Investigate, reproduce, troubleshoot, and resolve hardware, firmware, configuration, interoperability, and system-integration issues in an engineering laboratory.
• Set up, configure, test, and troubleshoot computing, storage, networking, peripheral, and related infrastructure systems.
• Analyze customer and field-reported issues using logs, diagnostic tools, test results, product documentation, and lab resources.
• Develop and run test plans to isolate faults, identify probable root causes, and validate corrective actions.
• Evaluate unique or complex installations and system interactions, and recommend suitable resolutions.
• Validate workarounds, replacement components, firmware updates, and configuration changes before recommending implementation.
• Perform approved component replacement, system rebuilds, reconfiguration, and other hands-on diagnostic work.
• Answer service, product, technical, and customer support questions about features, specifications, repairs, current and discontinued products, parts, and options.
• Provide support in line with customer entitlements, including warranty, support contracts, and mission-critical service coverage.
• Proactively identify recurring issues and recommend actions to prevent or reduce them.
• Keep case records accurate and up to date in approved case management and engineering systems.
• Document test conditions, configurations, troubleshooting steps, root-cause findings, corrective actions, and validation results.
• Add validated resolutions, procedures, and technical findings to the Knowledge Management System (KMS).
• Escalate suspected product defects, documentation gaps, and recurring issues through established processes.
• Work with engineering, field service, technical support, service delivery, and Authorized Service Provider teams as required.
• Coordinate activities to meet service-level agreements, quality standards, escalation requirements, and customer commitments.
• Communicate technical findings, recommendations, and status updates clearly, in writing and verbally.
• Represent the company professionally at approved customer-site visits, conferences, trade shows, vendor meetings, or technical reviews.
• Build effective partnerships with the Sales Pursuit team and provide technical support to them.
• Advocate for customer needs while balancing technical feasibility, service entitlement, security, safety, policy, and business requirements.
• Contribute to improvements in lab methods, troubleshooting processes, diagnostic tools, technical documentation, and customer-resolution quality.

Working Conditions

• Regular presence in the engineering laboratory is required.
• The role may involve working with servers, storage systems, networking equipment, electronic components, racks, cabling, powered equipment, and other technical hardware.
• The position may require standing, walking, reaching, bending, and handling equipment within established safety and handling limits.
• Occasional travel, customer-site visits, vendor meetings, industry events, or technical reviews may be required, depending on business needs.

What We Can Offer You

HPE offers a comprehensive suite of health and wellbeing benefits for team members and their loved ones. The company also invests in career development through programs that support knowledge expertise or moves into other divisions. Benefits information for US employees is available on the HPE rewards site.

HPE is committed to an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. Accommodation requests can be made through the secure candidate support form on the HPE people site.