Advanced Technical Support (ATS) Engineer

Description

The DesignJet Advanced Technical Support (ATS) Engineer provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues.

The engineer serves as an escalation resource for frontline support teams, partners, and customers; collaborates with product and engineering teams when deeper investigation is required; and shares technical knowledge that improves issue resolution, service quality, and customer experience.

Responsibilities

• Advanced Technical Support & Escalation Resolution
• Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows
• Use diagnostic tools, logs, service documentation, and structured troubleshooting methods to isolate root cause and restore operation
• Engage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution
• Escalate product defects and unresolved technical issues to engineering through established support processes
• Case Management & Service Quality
• Manage assigned escalations from intake through closure with clear ownership, urgency, and customer focus
• Maintain accurate case documentation, troubleshooting history, action plans, and customer communications
• Meet established response, update, and resolution expectations while identifying risks that require additional support
• Contribute to case reviews and service-quality improvement activities
• Technical Readiness & Continuous Improvement
• Support service readiness activities for new products, firmware, software, and service updates
• Validate troubleshooting procedures, service documentation, tools, and field repair guidance
• Identify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes
• Share lessons learned and technical best practices with support teams and service partners
• Customer & Partner Support
• Provide advanced technical guidance to customers, channel partners, field engineers, and internal support teams
• Communicate technical findings, action plans, risks, and resolution status clearly to technical and nontechnical audiences
• Support critical customer situations and deployments when advanced DesignJet expertise is required
• Product & Engineering Collaboration
• Collaborate with product, firmware, software, and engineering teams on difficult or unresolved technical issues
• Collect and provide complete technical evidence for defect investigation and corrective action
• Participate in product supportability reviews, field validation, and New Product Introduction activities as assigned
• Provide field feedback that helps improve product quality, reliability, diagnostics, and serviceability
• Field & Deployment Support
• Provide remote and onsite technical support for installations, deployments, and complex field issues as needed
• Coordinate with field service, logistics, partners, and internal teams to complete technical actions
• Travel to customer or partner locations when advanced troubleshooting or recovery support is required

Requirements

• 5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems
• Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows
• Demonstrated ability to diagnose and resolve complex, cross-domain technical issues
• Experience using service tools, technical documentation, logs, and structured troubleshooting methods
• Strong written and verbal communication skills with a customer-focused approach
• Ability to work independently and collaborate effectively across support, field, partner, and engineering teams
• Associate degree in a technical field or equivalent practical experience
• Success Profile
• The ideal candidate is:
• A hands-on technical expert who enjoys diagnosing and resolving difficult problems
• A disciplined case owner who follows issues through to verified resolution
• A clear communicator who can translate complex technical findings into practical next steps
• A collaborative, customer-focused professional who actively shares knowledge
• Why This Role Matters
• This position is essential to resolving the most complex DesignJet support issues, strengthening technical capability across the support network, and delivering a consistent, high-quality service experience for customers and partners.
• Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• Complexity
• Responds to moderately complex issues within established guidelines.

Conditions

The pay range for this role is $65,600 to $101,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

• HP offers a comprehensive benefits package for this position, including:
• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave ( US benefits overview )
• The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.