Senior DesignJet Troubleshooting 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

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.