Jobs in Milton, United States

Job: Field Technical Spt Cons IV
Duration: 2+ Months

Job Description: Indigo Hardware – Remote Support Engineer

We are looking for a highly skilled and customer-obsessed Remote Support Engineer to join our Indigo Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution—delivering operational excellence and shaping the future of remote technical services.

As a trusted technical advisor, you will leverage AI, XR, remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from RCA (Root Cause Analysis), and reducing field dispatches.

• Active Remote Resolution: Deliver end-to-end technical support using remote diagnostic tools. Resolve 75%+ of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation.


• Deep Technical Analysis & RCA: Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base.


• Customer Engagement & Success: Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter.


• Cross-Functional Collaboration: Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits.


• Remote Enablement & Shift Left Execution: Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers.


• Escalation Management & Ownership: Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression.


• After-Hours On-Call Support: Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations.

• Customer-Centric Attitude: Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency.


• Remote Support Agility: Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch.


• Communication & Documentation: Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively.


• Team Collaboration: Demonstrates “One Team – One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams.


• Initiative & Innovation: Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects.

• Required: High School Diploma or equivalent


• Preferred: College Degree in a technical field

Experience:

• Minimum 3 years in customer-facing technical support (remote or onsite)


• Highly Preferred: Experience with Indigo as press operator or field technician


• Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)