Indigo Remote Technical Specialist

HP; Tlaquepaque; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

HP Indigo seeks a senior technical Services professional to resolve complex HP Indigo hardware and software issues for North American clients. You will consult with stakeholders, architect innovative solutions, and mentor junior staff while coordinating with global teams.

Fluency in English is required, and you will engage in travel and customer visits, conferences, and vendor meetings as needed. The role emphasizes proactive problem solving and strategic alignment with customer needs.

Qualifications

• This role requires a four-year or graduate degree and extensive remote or telephone support experience.
• It is preferred to have ITIL certifications and experience with HP Indigo environments.

Responsibilities

• Provide real time case troubleshooting as a Product Expert for Indigo Remote Support Engineers.
• Coordinate with Field Service Engineers, Regional Specialists, Tech Group and GBU to reduce silos.
• Lead training sessions and 1:1 coaching to close knowledge gaps.
• Utilize Excel and PowerPoint for reporting, project management, and data analysis.
• Resolve moderate to complex hardware and software issues across internal and external users.
• Architect, deploy, and integrate solutions within customer environments.

Skills

AWS

Automation

Computer Science

Customer Relationship Management

Customer Support

Debugging

Java

Linux

Operating Systems

Product Support

Python

Root Cause Analysis

Scripting

SaaS

SQL

TCP/IP

Technical Services

Technical Support

Unix

Workflow Management

Education

Four-year or Graduate Degree

Tools

AWS

Linux

Job description

Description -

Job Summary

This role is responsible for effectively resolving moderate to complex technical issues encompassing HP Indigo press hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross‑functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower‑level employees.

This role is supporting clients in North America hence fluency in English is a must.

Responsibilities

• Product Expert (PE) support resource for Indigo Remote Support Engineers, providing real time case troubleshooting
• Interface with other teams to reduce silos: Focal Point to Field Service Engineers, Regional Specialists, Tech Group and GBU.
• Assist in preparation and presentation of training and tech debriefs Knowledge gap identification Coaching – 1:1 and team
• Proficient in Excel and PowerPoint – reporting, project management, and data analysis skills
• Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
• Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
• Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
• Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
• Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
• Collaborates cross‑functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
• Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower‑level employees.

Education & Experience

Four‑year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.

Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

• ITIL Certifications

Knowledge & Skills

• Amazon Web Services
• Automation
• Computer Science
• Customer Relationship Management
• Customer Support
• Debugging
• Java (Programming Language)
• Linux
• Operating Systems
• Product Support
• Python (Programming Language)
• Root Cause Analysis
• Scripting
• Software As A Service (SaaS)
• SQL (Programming Language)
• TCP/IP
• Technical Services
• Technical Support
• Unix
• Workflow Management

Language Proficiency

Advanced English

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Mexico)

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal”.