CTG PRODUCT ENGINEER (INFINIBAND) in Morrisville, North Carolina

Title: PRODUCT ENGINEER (INFINIBAND)

Location: US-NC-Morrisville

Job Number: 17203586

Level 3 Product Engineer for Lenovo HyperConverged Solutions

Hiring Level 3 Product Engineer to support following products:

  • Lenovo 1410 Clusters & Scalable Infrastructure

  • GPFS Storage Server / Distributed Storage Server

  • Infiniband adapters and switches

  • Intel Omni-Path adapters and switches

  • Lenovo Converged HX Series (Nutanix)

General PE Responsibilities:

  • Attend internal product Operational Development Team meetings and take voting presence to represent product quality, reliability, and serviceability readiness for each major new product and lifecycle maintenance releases of existing products.

  • Work with Service team to author and drive Engagement Guides to document custom support processes and interactions between 3rd Party Solution/Software partners, IBM (Level 1 and 2) and Lenovo (Level 3) for support of Lenovo solution products.

  • Read and interpret hardware error logs & OS logs to isolate customer problems.

  • Review new product requirements, documentation, specifications, and serviceability to drive and ensure products meet customer expectations for quality, reliability, and service.

  • Ensure product development teams develop and deploy adequate product training and education prior to each launch.

  • Track field defects and work with development and Product Assurance teams to drive fixes into periodic lifecycle maintenance releases.

  • Track pre release test defects with Product Assurance and Development teams and own the PE position to defer “vs” must fix for each defect.

  • Review and approve Technical Tips from pre release test defects for products responsible for.

  • Write and drive / release Technical Tips for field defects.

  • Review and assist development on all product documentation.

  • Level 3 responsibilities include providing technical expertise to the field on problem determination / isolation and providing action plans to resolve client issues.

  • The Product Engineer (PE) may also provide technical expertise in support of critical client situation resolution.

  • Development for the identification and analysis of design, architecture and process issues and for driving those issues to resolution.

  • A PE is expected to manage pervasive field issues and provide field communication on fix releases.

  • PE support begins at pre-product introduction and continues through the product end of life.

  • Problem recreation in a lab environment.

Product Specific Requirements and Experience:

  • General x86 product hardware knowledge (previous design or test experience a plus).

  • Storage protocols.

  • Solid understanding of UEFI and Legacy BIOS and Integrated Management Module (IMM).

  • Experience and understanding working with Windows, Linux (SuSE, RHEL, CENTOS), and VMWare operating systems, pulling log collections, and analyzing logs.

  • Problem determination and isolation of a networked cluster implementation (networking / ethernet / infiniband ; x86 server nodes ; file system (ie. GPFS) ; storage subsystem including PCIe RAID, cabling, and shared storage).

  • Using xCAT to manage and update multiple nodes in a large cluster.

  • Experience supporting / working with enterprise class file systems (ie. IBM GPFS).

  • Experience troubleshooting and isolating Infiniband and/or Omni-Path issues.

  • Excellent client facing soft skills and previous experience supporting enterprise class end customers.

Key Activities:

  1. Use lab hardware to replicate customer configuration in order to replicate customer failure mechanisms.

  2. Read and interpret hardware error logs & OS logs to isolate customer problems.

  3. Use specialized debug equipment like scopes and analyzers to isolate complex client problems.

  4. Participate on pre-product activities, taking technical positions for defect deferrals and HW design changes.

  5. Interface with client teams and customers to explain technical solutions and maintain customer satisfaction.

  6. Generate technical documentation for service personnel and clients to follow.

  7. Provide on-site assistance to resolve critical client technical issues (when required).

  8. Maintain key data for products assigned (specifications, publications, technical tips, defects, engineering changes and history, product roadmaps, lifecycle features and functions on release cadences).

  9. For CRIT cases or client outages, position may require ability to project manage collective teams to urgently restore client outages.

  10. Ordering and maintaining capital assets and lab equipment.

Qualifications:

CTG is the most reliable IT services provider, built on 50 years of meeting our commitments to make technology work for clients and deliver real business value. CTG provides industry-specific IT strategy, services, and solutions that address the business needs and staffing challenges of clients in high-growth industries, including major technology companies, large corporations, and government entities located in North America and Western Europe.

CTG's greatest asset is its people, and as such we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work Company by Modern Healthcare (since 2013) in North America, and a Best Places to Work Company in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Technology & Healthcare IT