Remote Support Engineer: AI Diagnostics & Proactive

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 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.