Technical Support Engineer

Mphasis; Denver (CO); On-site; USD 60,000 - 90,000; Full time

Job summary

Mphasis in Denver, CO is seeking an experienced Printer Technical Support Escalation Specialist to provide advanced customer technical support for printer issues, and to manage escalations from field service engineers, call centers, and internal resources.

You will troubleshoot across software, hardware, connectivity, and printer solutions, install and configure customer applications, document workarounds, and clearly communicate status, next steps, and resolutions to customers and teams.

Qualifications

• Ability to work effectively in a dynamic technical support environment.
• Willingness to take ownership of complex situations until resolution.
• Self-starter with the ability to manage support queues and escalations professionally and efficiently.
• Strong teamwork, collaboration, and communication skills.
• Ability to meet defined call metrics and client-communicated service expectations.

Responsibilities

• Provide printer customer technical support and manage escalations through resolution.
• Support calls and escalations originating from experienced field service engineers responsible for key customer accounts.
• Manage escalation traffic from assigned queues while coordinating with call center teams and internal resources.
• Troubleshoot and resolve issues across software, hardware, connectivity, and printer solutions categories.
• Install, configure, and troubleshoot customer's Application.
• Test, validate, and document resolution steps or workarounds for escalated technical issues.
• Communicate status, next steps, and resolutions clearly to customers, internal teams, and appropriate support channels.

Skills

Troubleshooting

Customer service

Communication

Ownership

Teamwork

Job description

Printer Technical Support Escalation Specialist

3+ Years of Exp

Role Summary

The Printer Technical Support Escalation Specialist will provide advanced customer technical support for printer-related issues, managing escalations from field service engineers, call center teams, and internal resources. This role requires strong troubleshooting skills across software, hardware, connectivity, and solutions environments, with a focus on timely resolution, customer communication, and documentation of workarounds or fixes.

Key Responsibilities

• Provide printer customer technical support and manage escalations through resolution.


• Support calls and escalations originating from experienced field service engineers responsible for key customer accounts.


• Manage escalation traffic from assigned queues while coordinating with call center teams and internal resources.


• Troubleshoot and resolve issues across software, hardware, connectivity, and printer solutions categories.


• Install, configure, and troubleshoot customer's Application.


• Test, validate, and document resolution steps or workarounds for escalated technical issues.


• Communicate status, next steps, and resolutions clearly to customers, internal teams, and appropriate support channels.

Minimum Qualifications

• Ability to work effectively in a dynamic technical support environment.


• Willingness to take ownership of complex situations until resolution.


• Self-starter with the ability to manage support queues and escalations professionally and efficiently.


• Strong teamwork, collaboration, and communication skills.


• Ability to meet defined call metrics and client-communicated service expectations.

Preferred Experience

• Experience or knowledge of customer support practices and processes.


• Exposure to customer software, hardware, connectivity, and solutions portfolio.


• Field support, remote support, or phone-based technical support experience.