Hewlett Packard Enterprise Company L3 Support Engineer in Ft. Collins, Colorado
L3 Support EngineerFt. Collins, Colorado
What you need to know about the job
At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.
We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values: partner, innovate and act.
Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry. Some people call it an obsession, we call it a way of life.
What you need to know about the job
Primary Location:Ft. Collins, Colorado
Shift:No shift premium (United States of America)
At Hewlett Packard Enterprise (HPE), we live by three core values that drive our business: Partner. Innovate. Act. These values combine to help us create important work all over the world to advance how people live and work.
Our new innovative IT services organization is HPE PointNext Services. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.
As an L3 Senior Support Engineer within HPE PointNext Services you will join an industry-leading organization in the delivery of our Digital Customer Experience to HPE’s global customer base. This is a class-leading cloud-based portal to provide self-solve and self-service capabilities to IT professionals working with our customers.
HPE Pointnext Services R&D employs Scaled Agile Framework (SAFe) as its software development methodology.
The Solution Maintenance, Automation & Reliability Team (SMART) is responsible for the development, enhancement and maintenance of the Continuous Delivery pipeline (CDP) and support of the overall Support Automation solution. The pipeline includes tools and cloud infrastructure which is designed to rapidly and flexibly deliver our solution to production and into the hands of customers.
Our engineers operate effectively across Continuous Delivery Pipeline, tools, networks, servers, databases plus the support environment and infrastructure.
The successful candidate will work as part of the HPE PointNext Services R&D Engineering Resolution Team (ER).
Troubleshoots and debugs large scale enterprise applications and various other software-based tools for Hewlett Packard Enterprise's Pointnext Services R&D organization. Partners with lower level support teams (L1 and L2), internal stakeholders, customers and PN TSS R&D development teams to resolve complex issues.
This role has a primary focus in areas responsible for maintaining the, Availability Performance and reliability of our Production ecosystem.
The role involves Support Operations type activities but may also include some scripting.
Bachelors or master’s degree in Computer Science, Information Systems, or equivalent knowledge.
Typically, 4-6 years’ experience.
Member of multiple project teams of other support or software systems engineers and internal and outsourced development partners responsible for all stages of design and development of Production ready complex products and platforms.
Manages and expands relationships with internal and outsourced development partners on software systems design and development.
Reviews and evaluates designs and project activities for compliance with systems design and development guidelines and standards; provides tangible feedback to improve product quality and mitigate failure risk.
Provides domain-specific expertise and overall software systems leadership and perspective to cross-organization projects, programs, and activities.
Responsible for direct customer support and troubleshooting infrastructure/application issues with our partner vendors
Drives innovation and integration of new technologies into projects and activities in the software systems design organization.
Request and or help with provisioning of hardware/software Lab based infrastructure (virtual or physical) to emulate customer environments for deep level diagnostics and analysis of complex issues.
Provides guidance and mentoring to less-experienced staff members and L2 engineers.
Essential Technical Skills and Experience:
Skilled at data extraction and feature engineering for structured and unstructured data
Proven Experience with Linux / Windows Operation systems
Proven Database knowledge (SQL)
Good working knowledge of networking securities and protocols
Essential Domain Experience / Knowledge:
Proven Experience with both supervised and unsupervised learning
Knowledge of Agile based development methodologies advantageous
Proven Experience with Docker technologies and supporting, maintaining and developing containerized applications advantageous.
Proven Experience with Network, VPN and remote Access solutions
Experience / Knowledge of version control, software provisioning, configuration management, and delivery of applications using deployment tools. i.e. GIT, Jenkins, Maven, Ansible. advantageous
Proven deep level analytical, problem-solving skills and ability for RCA essential.
Proven Experience debugging complex issues and supporting large scale production-based application architectures.
Responsible for Level 3 tickets and bringing them to resolution
Escalate appropriate issues to IT Partners, Product Vendors, Development Teams or Management
Experience in overall architecture of complex production application and software systems for products and solutions.
Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate product architectures, design proposals and negotiate options at senior management levels.
Personal Skills and Attributes:
Ability to work remotely and be available for on-call rotations.
Ability to communicate effectively to senior management, peers and team members
Ability to work and deliver in global, cross-functional, and virtual teams
Demonstrate a strong combination of analytical skills, intellectual curiosity and reporting acumen
Consulting experience / customer engagement skills desirable
Ability to act as a mentor, lead by example and be able to simplify communication of complex issues.
Ability to deliver a high standard of customer service, build strong relationships with customers, partners and stakeholders.
Constantly looking to self-improve on a day-to-day basis through experiences, training and certification
Adapts a continuous learning style
What we can offer you:
Extensive benefits, a competitive salary and shared values/ purpose, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, flexibility/ 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!
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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.
HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status