Technical Support Engineer

Description

HP’s Digital Solutions team is looking for a USA based technical support engineer to join the team to help customers support HP’s software solutions with a focus on DEX and endpoint security solutions. The Technical Support Engineer interacts with our customers and takes ownership of technical issues through resolution, using a variety of tools, resources, and expertise.

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work within a team but will also need to work through hard problems independently and have a self-motivated enthusiasm for continuous learning. You will also act as a bridge between customers and global engineering teams, ensuring clear communication and efficient resolution.

The role plays a crucial role in building technical solutions to help other developers/engineers deliver faster with modern software and application development tools. The role is responsible for technical need analysis and project management. The role builds & maintains relationships with stakeholders across different departments and provide guidance & coaching to new employees in executing their tasks/responsibilities.

Responsibilities

• Provide advanced technical support to HP’s customers and collaborate with global teams in English.
• Act as a primary technical contact for customers in USA, ensuring high-quality communication and customer satisfaction.
• Communicate technical issues, requirements, and resolutions between customers and global engineering teams.
• Work closely with customers to understand their environments and troubleshoot technical issues effectively.
• Ensure all tickets have complete diagnostics, logs, and reproduction steps before escalation.
• Collaborate with product and engineering teams to resolve complex issues.
• Participate in on-call rotation for critical issues.
• Create documentation, knowledge base articles, and troubleshooting guides.
• Drive continuous improvement in support processes and customer experience.
• Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.
• Assess, analyse and make technical recommendations to improve customer supported SaaS/Cloud platforms.
• Follow support and business processes accurately with attention to detail.
• Proactively look for opportunities to improve the efficiency and quality of our services
• Serve as an HP subject matter expert, educating customers on best practices.
• Communicate with customers and stake holders via e-mail, ticket systems and remote conference calls.
• Required Skills & Experience
• Professional proficiency in English.
• 5+ years of experience in technical support or similar roles.
• Customer-centric mindset with excellent communication skills.
• Experience supporting and configuring Microsoft Windows endpoints.
• Experience with endpoint management solutions such as Intune and SCCM.
• Good understanding of networking protocols with focus on endpoints communicating through firewalls/proxy servers.
• Strong analytical and troubleshooting skills.
• Preferred Qualifications
• Experience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, ControlUp.
• Knowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).
• Experience working in global support environments.
• Education
• Bachelor’s degree in Computer Science, related field, or equivalent experience.

Conditions

The pay range for this role is $73,800 to $113,650 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.