Advanced Technical Support; ATS) Engineer

Advanced Technical Support (ATS) Engineer Description
- The Design Jet Advanced Technical Support (ATS) Engineer provides advanced technical support for HP Design Jet 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.

Own and resolve complex escalated cases involving Design Jet 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

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

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

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 Design Jet expertise is required

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

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

5+ years of technical support or field service experience with HP Design Jet 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

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

This position is essential to resolving the most complex Design Jet support issues, strengthening technical capability across the support network, and delivering a consistent,…