Endpoint & DEX Technical Support Engineer

HP; Spring (TX); Presencial; USD 74 000 - 114 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Parental leave

Resumo da oferta

HP is seeking a USA-based Technical Support Engineer to help customers support HP’s software solutions with a focus on DEX and endpoint security solutions. The engineer will own technical issues through resolution, communicating with customers and global engineering teams to ensure timely and effective solutions.

The role emphasizes customer satisfaction, problem-solving, and continuous learning, acting as a bridge between customers and engineers while building technical solutions and mentoring

Qualificações

• Professional proficiency in English and strong communication skills.
• 5+ years in technical support or similar roles.

Responsabilidades

• Provide advanced technical support to HP’s customers and collaborate with global teams in English.
• Act as a primary technical contact for customers in USA, ensuring high-quality communication and customer satisfaction.
• Communicate technical issues, requirements, and resolutions between customers and global engineering teams.
• Work closely with customers to understand their environments and troubleshoot technical issues effectively.
• Ensure all tickets have complete diagnostics, logs, and reproduction steps before escalation.
• Collaborate with product and engineering teams to resolve complex issues.
• Participate in on-call rotation for critical issues.
• Create documentation, knowledge base articles, and troubleshooting guides.
• Drive continuous improvement in support processes and customer experience.
• Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.
• Assess, analyse and make technical recommendations to improve customer supported SaaS/Cloud platforms.
• Follow support and business processes accurately with attention to detail.
• Proactively look for opportunities to improve the efficiency and quality of our services
• Serve as an HP subject matter expert, educating customers on best practices.
• Communicate with customers and stake holders via e-mail, ticket systems and remote conference calls.

Conhecimentos

English proficiency

Experience in tech support

Customer-centric mindset

Windows endpoint support

Intune / SCCM

Networking basics

Analytical skills

Troubleshooting

Formação académica

Bachelor’s degree in Computer Science or related field

Ferramentas

Intune

SCCM

Descrição da oferta de emprego

HP is seeking a USA-based Technical Support Engineer to help customers support HP’s software solutions with a focus on DEX and endpoint security solutions. The engineer will own technical issues through resolution, communicating with customers and global engineering teams to ensure timely and effective solutions.

The role emphasizes customer satisfaction, problem-solving, and continuous learning, acting as a bridge between customers and engineers while building technical solutions and mentoring