Technical Support Engineer

## Technical Support Engineer Apply:
Spring, Texas, United States of America:
Full time:
Posted Today:
3169131

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, Control Up.
· Knowledge of ITSM tools (Salesforce, Service Now, Jira, etc.).
· Experience working in global support environments.
** Education
* * Bachelor’s degree in Computer Science, related field, or equivalent experience.
** Salary
* * The pay range for this role is **$73,800
** to **$113,650
** USD annually with additional opportunities for pay in the form…