Jobs / United Kingdom / Hewlett Packard Enterprise Company
HPC & AI Hardware - Engineering Resolution Engineer
Hewlett Packard Enterprise Company · 🇬🇧 Bristol, Avon, United Kingdom
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About the role
HPC & AI Hardware - Engineering Resolution Engineer This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. 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: HPC & AI Hardware - Engineering Resolution Engineer Location: Bristol Job Type: Permanent, Full-Time Join the Team Powering the World's Most Advanced Computing Environments Hewlett Packard Enterprise is seeking a talented and customer-focused HPC & AI Hardware - Engineering Resolution Engineer to join our expert support organisation. This is an exciting opportunity to work on cutting-edge High Performance Computing (HPC) and Artificial Intelligence (AI) platforms, supporting complex hardware environments and helping customers maximise the value of their technology investments. If you're passionate about hardware engineering, troubleshooting complex systems, and working directly with customers to solve challenging technical problems, we'd love to hear from you. The Opportunity As an HPC & AI Hardware - Engineering Resolution Engineer , you will be responsible for diagnosing, troubleshooting, and resolving complex hardware issues across HPC and AI environments. Working closely with customers, engineering teams, manufacturing, R&D, and support organisations, you will play a key role in ensuring reliable system performance and delivering exceptional customer experiences. This role combines deep technical expertise with strong communication and customer engagement skills, allowing you to make a direct impact on some of the most advanced computing environments in the world. What You'll Be Doing As an Engineering Resolution Engineer, you will: • Investigate, diagnose, and resolve complex hardware-related issues in HPC and AI environments. • Perform root cause analysis and develop effective corrective actions. • Support customers throughout the entire lifecycle of a service issue, from initial diagnosis through to resolution. • Analyse system hardware, interconnect, and infrastructure issues. • Provide technical guidance, workarounds, and permanent solutions where possible. • Work closely with Global Remote Support, Manufacturing, Testing, Training, Publications, Support Planning, and R&D teams. • Manage escalations to engineering and development teams, ensuring issues are accurately documented and communicated. • Support both HPE and third-party hardware solutions within customer environments. • Maintain detailed case documentation and provide timely updates to customers and internal stakeholders. • Assist with break-fix management through remote troubleshooting and on-site repair coordination. • Participate in a rotating on-call schedule providing 24x7 support coverage. • Travel periodically to support customer installations, training activities, and remote systems. What We're Looking For We are looking for a technically strong individual who enjoys solving complex problems while delivering exceptional customer service. Essential Requirements • Bachelor's Degree, Associate Degree, or equivalent experience in Mechanical Engineering, El