Technical Support - Printers

BCforward

Alpharetta (GA)

Remote

USD 44,083 - 51,453

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A tech support service provider in Alpharetta is seeking a Technical Support Engineer to deliver remote assistance and resolve technical issues effectively. The ideal candidate will have a strong background in customer support, technical troubleshooting, and excellent communication skills. This role involves direct engagement with customers, providing support and solutions, and collaborating with cross-functional teams. Competitive pay rate offered.

Qualifications

3+ years in customer-facing technical support.
Experience with HP Indigo as press operator or field technician preferred.
Familiarity with remote diagnostic tools and case management platforms.

Responsibilities

Deliver end-to-end technical support using remote diagnostic tools.
Lead strategic engagements with customers remotely to understand pain points.
Take full ownership of complex support cases.

Skills

Technical Support

Remote diagnostics

Problem-solving

Communication

Collaboration

Education

High School Diploma or equivalent

College Degree in a technical field

Tools

ServiceNow

Job description

This range is provided by BCforward. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$33.00/hr - $37.35/hr

Direct message the job poster from BCforward

BCforward is currently seeking a highly motivated Technical Support Engineer – Indigo in Alpharetta, GA

Anticipated Start Date: 8/21/2025

Please note this is the target date and is subject to change. BCForward will send official notice ahead of a confirmed start date.

Expected Duration: 12+ months with higher possibilities for extension

Job Type: Contract: 40 hrs/week

Payrate – $32 to $37.35/hr on W2

Job Description:

Indigo Hardware – Remote Support Engineer

About the Role

We are looking for a highly skilled and customer-obsessed Remote Support Engineer to join our HP Indigo Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution—delivering operational excellence and shaping the future of remote technical services.

As a trusted technical advisor, you will leverage AI , XR , remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from RCA (Root Cause Analysis), and reducing field dispatches.

Key Responsibilities

Deliver end-to-end technical support using remote diagnostic tools.

Resolve 75%+ of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation.

Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base.

Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter.

Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits.

Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers.

Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression.

• After-Hours On-Call Support:

Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations.

Desired Skills & Experience

Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency.

Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch.

Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively.

Demonstrates “One Team – One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams.

Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects.

Minimum Qualifications

• Required: High School Diploma or equivalent

• Preferred: College Degree in a technical field

o Minimum 3 years in customer-facing technical support (remote or onsite)

o Highly Preferred: Experience with HP Indigo as press operator or field technician

o Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)

Keywords:

Technical Support, Indigo, Printers

Seniority level