HPC & AI Hardware - Engineering Resolution Engineer

Description

This role is hybrid, with an expected average of 2 days per week in an office of the company.

The company supports the edge-to-cloud market, helping organisations connect, protect, analyse and act on their data and applications.

The team supports HPC and AI customers and works with engineering groups across the globe.

Responsibilities

• Diagnose, troubleshoot and fix complex hardware faults in HPC and AI environments.
• Carry out root cause analysis and define corrective actions.
• Stay with customers from first diagnosis until the issue is closed.
• Examine hardware, interconnect and infrastructure faults.
• Offer technical guidance, temporary workarounds and lasting fixes where possible.
• Coordinate with Global Remote Support, Manufacturing, Testing, Training, Publications, Support Planning and R&D.
• Escalate cases to engineering and development teams, with clear documentation and communication.
• Support both company and third-party hardware in customer sites.
• Keep case records current and send regular updates to customers and internal stakeholders.
• Handle break-fix work through remote troubleshooting and coordinating on-site repairs.
• Take a turn on a rotating on-call schedule covering 24x7 support.
• Travel from time to time to customer installations, training events and remote systems.

Requirements

• A bachelor's or associate degree, or equivalent experience, in mechanical engineering, electrical engineering, computer science or a related field.
• Typically 5-8 years of relevant experience, ideally in HPC, AI or enterprise technology.
• Strong knowledge of Linux and Unix operating systems.
• Experience maintaining hardware and software systems.
• Familiarity with diagnostic and debugging tools for isolating problems.
• Strong analytical and troubleshooting skills.
• Excellent written and spoken English.
• Able to work well under pressure while juggling several priorities.
• Experience collecting, analysing and recording technical data to resolve issues.
• Able to work with global teams and technical specialists.
• Strong customer-facing and relationship skills.
• Highly desirable: hardware diagnostics and system troubleshooting experience.
• Highly desirable: mechanical systems and component analysis experience.
• Highly desirable: electrical systems and component design experience.
• Highly desirable: air and liquid cooling technology experience.
• Highly desirable: water chemistry knowledge.
• Highly desirable: HPC infrastructure and hardware platform experience.
• Highly desirable: enterprise server, storage and networking experience.
• Willing to join an on-call rotation.
• Available for after-hours support when needed.
• Able to travel within and outside the country occasionally.
• Comfortable working in customer data centres.
• Physically able to move and handle equipment safely, including lifting items over 50lbs (23kg).
• Committed to safety and good working practices.
• Comfortable working near high-voltage equipment and infrastructure.
• Success in the role means delivering strong customer support and technical expertise, resolving complex hardware issues efficiently, building trust with customers and internal teams, driving problem resolution through thorough investigation, contributing to continuous improvement and knowledge sharing, acting as a key technical resource in the HPC and AI support organisation, and learning and adopting new technologies proactively.

Conditions

Permanent, full-time position.

Hybrid working, with an average of 2 days per week in a company office.

Based in the United Kingdom.

Job level TCP04, within Engineering.

The company is an equal opportunity employer and assesses candidates on qualifications, merit and business need.

The company complies with all laws on the use of arrest and conviction records in hiring.

Benefits

• Work on some of the most advanced HPC and AI technologies.
• Collaborate with highly skilled engineers across the globe.
• Support research institutions, enterprises and government organisations.
• Access to ongoing training, development and career progression.
• Exposure to new technologies and emerging computing architectures.
• Health and wellbeing benefits covering physical, financial and emotional needs.
• Development programmes that support career goals, including becoming a subject expert or moving into another division.
• A flexible approach to balancing work and personal needs.