Advanced Technical Support (ATS) Engineer

Provide advanced DesignJet technical support and drive escalated case resolution from diagnosis through closure.

Responsibilities

• Own and resolve complex escalated cases for HP DesignJet hardware, firmware, software, drivers, networking, and print workflows
• Use diagnostic tools, logs, service documentation, and structured troubleshooting to isolate root cause and restore operation
• Coordinate with customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution
• Escalate suspected product defects and unresolved technical issues to engineering through established support processes
• Manage assigned escalations end to end, from intake through closure, with clear ownership, urgency, and customer focus
• Maintain accurate case documentation including troubleshooting history, action plans, and customer communications
• Meet response, update, and resolution expectations while identifying risks that require additional support
• Participate in 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
• Deliver 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 to 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

Requirements

• 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, 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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

Schedule and Travel

• Full time
• No shift premium (United States of America)
• 25% travel
• No relocation

Salary range: $65,600 to $101,000 USD annually.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc.