Senior DesignJet Escalation Support Engineer

Hewlett Packard Co.; Alpharetta (GA); Ibrido; USD 66.000 - 101.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous time off policies

Parental leave

11 paid holidays

Flexible paid vacation and sick leave

Descrizione del lavoro

Hewlett Packard Co. is seeking an experienced Advanced Technical Support Engineer for DesignJet products in Alpharetta, GA. You will resolve complex hardware, firmware, software, and networking issues and act as an escalation resource for frontline support teams and partners.

You will collaborate with engineering to investigate defects, contribute to knowledge sharing, and support readiness for new product updates, while maintaining strong customer communication and case ownership.

Competenze

• 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, documentation, logs, and structured troubleshooting methods.
• Excellent written and verbal communication with a customer-focused approach.

Mansioni

• Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows.
• Manage escalations from intake through closure with clear ownership and urgency.
• Support service readiness activities for new products, firmware, software, and updates.
• Collaborate with product, firmware, software, and engineering teams on difficult issues.
• Provide remote and onsite technical support for installations and deployments.

Conoscenze

Hardware knowledge

Firmware knowledge

Networking

Print workflows

Troubleshooting

Communication skills

Customer focus

Collaboration

Formazione

Associate degree in a technical field

Strumenti

Service tools

Descrizione del lavoro

Hewlett Packard Co. is seeking an experienced Advanced Technical Support Engineer for DesignJet products in Alpharetta, GA. You will resolve complex hardware, firmware, software, and networking issues and act as an escalation resource for frontline support teams and partners.

You will collaborate with engineering to investigate defects, contribute to knowledge sharing, and support readiness for new product updates, while maintaining strong customer communication and case ownership.