Technical Support Engineer

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.

• 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.

• 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.

• 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.

Bachelor’s degree in Computer Science, related field, or equivalent experience.

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.

HP offers a comprehensive benefits package for this…