# Advanced Technical Support (ATS) Engineer

**Company**: HP Inc.
**Location**: Alpharetta, Georgia
**Experience**: senior
**Job type**: full-time
**Salary**: $65,600 to $101,000 USD annually
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Alpharetta-Georgia-United-States-of-America/Advanced-Technical-Support--ATS--Engineer_3163782-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_945ff367-de4

## Description

The Advanced Technical Support (ATS) Engineer provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues.

**Key Responsibilities**

- Own and resolve complex escalated cases involving DesignJet 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

**Case Management & Service Quality**

- 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

**Technical Readiness & Continuous Improvement**

- 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

**Customer & Partner Support**

- 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 DesignJet expertise is required

**Product & Engineering Collaboration**

- 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

**Field & Deployment Support**

- 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

**Qualifications**

- 5+ years of technical support or field service experience with HP DesignJet 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

## Skills

### Required
- printer hardware
- firmware
- software
- drivers
- networking
- print workflows
- diagnostic tools
- structured troubleshooting

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Alpharetta-Georgia-United-States-of-America/Advanced-Technical-Support--ATS--Engineer_3163782-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)