Technical Support Engineer

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.

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