Advanced Technical Support (ATS) Engineer

HP; Alpharetta (GA); On-site; USD 66,000 - 101,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Long term disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous time off including parental/

11 paid holidays

Flexible vacation and sick leave

Job summary

HP Inc. is seeking an Advanced Technical Support (ATS) Engineer to provide expert technical support for DesignJet products. You will own complex escalations, use diagnostic tools, and collaborate with engineering to resolve issues affecting customers and partners.

Responsibilities include case management, service readiness for new products, and sharing best practices across teams. The role requires strong communication and the ability to work across multiple groups in a fast-paced environment.

Qualifications

• 5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems.
• Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows.
• Ability to diagnose and resolve complex, cross-domain technical issues.
• Experience using service tools, technical documentation, logs, and structured troubleshooting methods.
• Strong written and verbal communication skills with a customer-focused approach.
• Ability to work independently and collaborate effectively across support, field, partner, and engineering teams.
• Associate degree in a technical field or equivalent practical experience.

Responsibilities

• Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows
• Use diagnostic tools, logs, service documentation, and structured troubleshooting methods to isolate root cause and restore operation
• Engage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution
• Escalate product defects and unresolved technical issues to engineering through established support processes
• Manage assigned escalations from intake through closure with clear ownership, urgency, and customer focus
• Maintain accurate case documentation, troubleshooting history, action plans, and customer communications
• Meet established response, update, and resolution expectations while identifying risks that require additional support
• Contribute to case reviews and service-quality improvement activities
• Support service readiness activities for new products, firmware, software, and service updates
• Validate troubleshooting procedures, service documentation, tools, and field repair guidance
• Identify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes
• Share lessons learned and technical best practices with support teams and service partners
• Provide advanced technical guidance to customers, channel partners, field engineers, and internal support teams
• Communicate technical findings, action plans, risks, and resolution status clearly to technical and nontechnical audiences
• Support critical customer situations and deployments when advanced DesignJet expertise is required
• Collaborate with product, firmware, software, and engineering teams on difficult or unresolved technical issues
• Collect and provide complete technical evidence for defect investigation and corrective action
• Participate in product supportability reviews, field validation, and New Product Introduction activities as assigned
• Provide field feedback that helps improve product quality, reliability, diagnostics, and serviceability
• Provide remote and onsite technical support for installations, deployments, and complex field issues as needed
• Coordinate with field service, logistics, partners, and internal teams to complete technical actions
• Travel to customer or partner locations when advanced troubleshooting or recovery support is required

Skills

5+ years technical support

Strong communication

Customer-focused

Independent worker

Education

Associate degree in a technical field

Tools

Service tools

Job description

Advanced Technical Support (ATS) Engineer Description - The DesignJet Advanced Technical Support (ATS) Engineer provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues. The engineer serves as an escalation resource for frontline support teams, partners, and customers; collaborates with product and engineering teams when deeper investigation is required; and shares technical knowledge that improves issue resolution, service quality, and customer experience.

Key Responsibilities

Advanced Technical Support & Escalation Resolution

Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows

Use diagnostic tools, logs, service documentation, and structured troubleshooting methods to isolate root cause and restore operation

Engage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution

Escalate product defects and unresolved technical issues to engineering through established support processes

Case Management & Service Quality

Manage assigned escalations from intake through closure with clear ownership, urgency, and customer focus

Maintain accurate case documentation, troubleshooting history, action plans, and customer communications

Meet established response, update, and resolution expectations while identifying risks that require additional support

Contribute to case reviews and service-quality improvement activities

Technical Readiness & Continuous Improvement

Support service readiness activities for new products, firmware, software, and service updates

Validate troubleshooting procedures, service documentation, tools, and field repair guidance

Identify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes

Share lessons learned and technical best practices with support teams and service partners

Customer & Partner Support

Provide advanced technical guidance to customers, channel partners, field engineers, and internal support teams

Communicate technical findings, action plans, risks, and resolution status clearly to technical and nontechnical audiences

Support critical customer situations and deployments when advanced DesignJet expertise is required

Product & Engineering Collaboration

Collaborate with product, firmware, software, and engineering teams on difficult or unresolved technical issues

Collect and provide complete technical evidence for defect investigation and corrective action

Participate in product supportability reviews, field validation, and New Product Introduction activities as assigned

Provide field feedback that helps improve product quality, reliability, diagnostics, and serviceability

Field & Deployment Support

Provide remote and onsite technical support for installations, deployments, and complex field issues as needed

Coordinate with field service, logistics, partners, and internal teams to complete technical actions

Travel to customer or partner locations when advanced troubleshooting or recovery support is required

Qualifications

5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems

Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows

Demonstrated ability to diagnose and resolve complex, cross-domain technical issues

Experience using service tools, technical documentation, logs, and structured troubleshooting methods

Strong written and verbal communication skills with a customer-focused approach

Ability to work independently and collaborate effectively across support, field, partner, and engineering teams

Associate degree in a technical field or equivalent practical experience

Success Profile

The ideal candidate is: A hands-on technical expert who enjoys diagnosing and resolving difficult problems

A disciplined case owner who follows issues through to verified resolution

A clear communicator who can translate complex technical findings into practical next steps

A collaborative, customer-focused professional who actively shares knowledge

Why This Role Matters

This position is essential to resolving the most complex DesignJet support issues, strengthening technical capability across the support network, and delivering a consistent, high-quality service experience for customers and partners.

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Salary

The pay range for this role is $65,600 to $101,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

Job Details

Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No

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"