Hardware Support Engineer
Cray Inc. - Saint Paul, MN

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The Hardware Product Support group (HPS) has an immediate opening for a hardware support engineer on IO subsystems and storage offerings This position Provides technical support to field engineers, technicians and product support staff who are diagnosing, troubleshooting, repairing and debugging complex IO subsystems which includes components supplied by vendors such as DDN, NetApp and Xyratex Maintains knowledge of networking, switches and servers Understands Linux based operating systems (knowledge of Lustre considered a distinct advantage) Responds to situations where field support has failed to isolate or fix problems in malfunctioning equipment Works with Cray development groups and 3rd party IO providers to report and resolve design, reliability and maintenance problems or bugs and to ensure service readiness for new product offerings May be involved in customer installations and training Provides support to customersusers where the product is highly technical and sophisticated in nature Processes, tracks and resolves problem reports Isolates and analyzes problems Provides service information to field engineers, service providers and customers Works to identify and resolve product andor diagnostic related problems including root cause analysis and corrective action Documents all significant events related to customer problems and provide timely updates to management and customers Tracks problems for reporting and escalating to higher levels for technical assistance Acts as liaison with other parts of the organization to resolve issues Some after-hours support work and travel may be required as well as carrying a 24-hour support cell phone or pager This position requires a bachelor’s degree in electrical engineering or computer science and at least eight years of related hardware support experience (or an equivalent combination of education and experience).Additionally, the successful candidate will have the ability to interface well and coordinate efforts with other groups including customers, field personnel, hardware product support and hardwaresoftware engineering thorough command of customer service processes and logistics as well as solid technical knowledge experience writing and debugging scripts strong analytical and problem solving skills, teamwork and interpersonal skills and project management skills strong technical writing and verbal communication skills strong organization skills Preferred location is Chippewa Falls, Wisconsin although candidates will be considered in Seattle, St. Paul or working remotelySecurity clearance is an advantage but is not essential.The following experience would be considered an advantage, however it is not required bull Experience integrating and installing complex IO systems bull Field work experience bull Experience working with high performance, IO solutions Cray Inc. is an Affirmative ActionEqual Opportunity Employer Hardware and Customer Service Skills