# Technical Support Engineer

**Company**: HP
**Location**: Spring, Texas
**Experience**: senior
**Job type**: full-time
**Salary**: $73,800 to $113,650 USD annually
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Spring-Texas-United-States-of-America/Technical-Support-Engineer_3169131-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1aa59447-361

## 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 customers and takes ownership of technical issues through resolution, using a variety of tools, resources, and expertise.

The 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.

**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 & 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.

**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 of bonus and/or equity (applies to United States of America candidates only).

**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

## Skills

### Required
- English
- Microsoft Windows
- Intune
- SCCM
- Networking protocols

### Nice to have
- Digital Employee Experience (DEX)
- ITSM tools
- Global support environments

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Spring-Texas-United-States-of-America/Technical-Support-Engineer_3169131-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)