Technical Support Engineer
About the role
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 stakeholders via e-mail, ticket systems and remote conference calls.
Required Skills
- 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.
Qualifications
Bachelor’s degree in Computer Science, related field, or equivalent experience.
Pay
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
- 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)
Schedule
Full time (no shift premium). Travel: none. Relocation: yes.