RMA Technician
Cray - Milpitas, CA

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Seeking an experienced Technical Support Engineer (TSE) to provide all aspects of Level3 support
for Cray -Appro’s growing list of customers. This position, the HW TSE, will have a critical focus on
hardware technical skills specifically in regard to servers, storage and PCI-e adapters, switches
(Brocade, Mellanox, Voltaire) The HW TSE will be involved in working on customer issues that
involve Appro or partner hardware. The candidate must be extremely organized with an ability to
work independently as well as part of a team.

Responsibilities:
  • Answering technical questions from customers to resolve problems/complaints
  • Verify customer complaints - Troubleshoot/test/repair HPC computers
  • Provide accurate problem descriptions, with all necessary support documentation for interdepartment triage of client issues. (Escalation)
  • Develop improvement programs within the department to increase capabilities and improve efficiencies, (Example: internal test programs for components/systems)
  • Work with engineering & production departments on continuous improvement programs
  • Provide technical support coverage during hours assigned

Qualifications:

EDUCATION :

BS or MS in EE/CS with 3+ years of “hands-on” experience in a technical support role

EXPERIENCE :

  • Excellent understanding of the technical fundamentals of the large scale High
    Performance Computing platforms - Intel/AMD architectures.
  • Complete understanding and knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as
    the ability to use diagnostic tools, experience with Infini-band, high band width switching hardware
  • Thorough understanding of server components including motherboards, memory and storage, network switches
  • Strong command line Linux skills.
  • Experience with setup and running of Linux servers
  • Excellent Verbal and Written Communications skills
  • Thorough understanding of analog and digital circuit theory and principals
  • Thorough understanding of PC architecture and the major data transfer mechanisms present in a PC such as PCI, PCI-X, PCI-Express, USB, SATA, SAS
  • Excellent Windows, Mac & Linux troubleshooting ability. ACE, Brite, ROCKS a plus
  • Excellent problem solving and analysis skills
  • Ability to work in a fast paced, deadline driven environment with a limited amount of daily supervision
  • Excellent customer communications skills: phone mannerisms, and face to face -First call experience and the ability to present a professional image to the customer
  • The ability to be a good listener, and to really understand a customer problem or question and help them solve it and/or drive to closure
  • Ability to work with many different groups within the company including Engineering, Marketing
    and Operations. Have good cross department communications skills and the ability to build good
    inter-departmental relationships.

  • About this company
    Cray Inc. designs, develops, manufactures, markets and services high-performance computing (HPC) systems, commonly known as supercomputers....