Indigo Hardware – Remote Support Engineer

Hewlett Packard Co.; Tlaquepaque; Hybrid; MXN 260,000 - 420,000; Full time

Job summary

Indigo Hardware is seeking a Remote Support Engineer to join the HP Indigo Hardware Support Team. You will resolve issues remotely using diagnostics, engage with customers to define success, and contribute to a knowledge base to prevent future incidents.

The role emphasizes data-driven RCA, proactive problem-solving, and collaboration with cross-functional teams to enable rapid remote resolutions and fewer field visits.

Qualifications

• High School Diploma or equivalent.
• College degree in a technical field preferred.
• 3+ years in customer-facing technical support.

Responsibilities

• Deliver end-to-end remote technical support using diagnostic tools and data insights.
• Resolve the majority of cases remotely and reduce field dispatches.
• Engage with customers to understand issues and define success metrics.
• Collaborate with Field Engineers, delivery, and parts teams for handover.
• Document learnings and contribute to knowledge bases.
• Own complex cases and manage escalations with clear timelines.

Skills

Remote support

Customer-facing

Root Cause Analysis

Documentation

Cross-functional collaboration

Education

High School Diploma or equivalent

College degree in technical field

Tools

ServiceNow

Remote diagnostic tools

Job description

## Indigo Hardware – Remote Support EngineerApply: Tlaquepaque, Jalisco, Mexico: Full time: Posted Today: 3160366Indigo Hardware – Remote Support Engineer**Description -****About the Role**We are looking for a highly skilled and service-oriented Remote Support Engineer to join our HP 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 Root Cause Analysis (RCA), and reducing field dispatches.This role is supporting clients in North America hence **fluency in English is a must.****Key Responsibilities*** **Active Remote Resolution** Deliver end-to-end technical support using remote diagnostic tools. Resolve 78% of cases remotely and help shape a \"Shift Left\" model through knowledge transfer and automation.* **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.* **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.* **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.**Desired*** **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.**Desired Skills & Experience*** **Service-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.**Minimum Qualifications*** **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 HP Indigo as press operator or field technician + Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)