Technical Support Engineer

HP; Bristol; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a customer-focused Technical Support Engineer to join their dynamic team. In this role, you will provide high-quality support for the HP Workforce Experience Platform (WXP), ensuring customer success through effective troubleshooting and resolution of technical issues. You will collaborate with various internal teams to enhance product offerings while optimizing customer experiences. This is an exciting opportunity to work in a fast-paced environment, where your contributions will directly impact the efficiency and satisfaction of clients. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• Strong analytical skills and a desire to resolve complex issues.
• Deep understanding of Digital Employee Experience (DEX) solutions.

Responsibilities

• Provide L2/L3 technical support for HP Workforce Experience Platform (WXP).
• Manage incidents and ensure customer satisfaction through timely resolutions.

Skills

Analytical Skills

Communication Skills

Problem-Solving

Customer Service

Education

Bachelor’s degree in Computer Science

Equivalent experience in a related field

Tools

Salesforce

Microsoft Intune

Splunk

Job description

Technical Support Engineer

Description:

Workforce Solutions (WS) is a new global business unit that brings together all commercial services teams across HP under one leader with a goal of providing a comprehensive portfolio of compelling services and solutions to our enterprise, mid-market, and even, in partnership with our strategic channel partners, to the SMB segment. Our goal is to enable CIOs to optimize the IT experience of their workforce while balancing other business pressures of affordability and risk. HP’s core strengths in personal systems and computing, printing and document workflows, and advanced collaboration solutions provide the foundation from which we will expand our services portfolio. Our passion for our customer and our employees will be our differentiation.

Digital Solutions is looking for an experienced customer-facing Technical Support Engineer to support their SW Support team. You’ll be helping make our customers successful by providing high-quality, efficient support for HP’s WXP. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise.

Responsibilities:

• Provide L2/L3 technical support for HP Workforce Experience Platform (WXP) customers, including troubleshooting and resolving issues related to endpoint experience monitoring, AI-driven analytics, and automated remediation tools.
• Manage incoming incidents, service requests, and escalations, ensuring timely resolution and customer satisfaction.
• Deploy and configure WXP solutions across customer environments, ensuring proper integration with enterprise IT systems.
• Proactively monitor customer environments for experience-impacting issues and work to resolve them before they affect end-users.
• Assist customers in optimizing their WXP dashboards, automation rules, and AI-driven insights to improve IT efficiency and employee experience.
• Collaborate with internal teams, including product engineering and customer success, to relay customer feedback and drive product improvements.
• Provide technical guidance and best practice recommendations for customers leveraging WXP’s capabilities.
• Document solutions, troubleshooting steps, and best practices in the WXP knowledge base.

Requirements:

• Strong analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of issues.
• Deep understanding of Digital Employee Experience (DEX) solutions and enterprise IT service management.
• Detail-oriented, diligent, and able to manage multiple customer issues effectively.
• Working knowledge of enterprise network architecture, device performance analytics, and cloud-based IT operations.
• Confidence to operate in a customer-facing role, with excellent communication skills.
• Ability to work with minimal direction and adapt quickly to new technologies.

The following skills and attributes are a plus:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
• Experience with ITSM tools like Salesforce, endpoint management platforms like Microsoft Intune, or analytics platforms like Splunk.
• Familiarity with HP WXP’s AI-driven automation and digital experience monitoring features.
• Hands-on experience configuring and optimizing enterprise DEX solutions.

If you're a customer-focused technical support expert with experience in the HP Workforce Experience Platform (WXP) or similar DEX solutions, we’d love to hear from you!

Job: Services

Schedule: Full time

Shift: No shift premium (United Kingdom)

Travel:

Relocation:

Equal Opportunity Employer (EEO):

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.