Technical Support Engineer

This USA-based Technical Support Engineer role supports HP’s Digital Solutions team by delivering advanced technical support, acting as a primary technical point of contact for customers, and driving issues through resolution. The position focuses on DEX and endpoint security solutions and includes collaboration with global engineering teams.

Location and Employment Details

• Work mode: Onsite
• Location: Spring, TX
• Schedule: Full time
• Shift premium: None (United States of America)
• Travel: No
• Relocation: Yes

Salary

The pay range for this role is $73,800 to $113,650 USD annually. Additional opportunities for pay in the form of bonus and/or equity may apply to United States of America candidates only. Pay varies by work location, job-related knowledge, skills, and experience.

Role Summary

The Technical Support Engineer provides advanced technical support for HP customers and serves as a primary technical contact, with a focus on DEX and endpoint security solutions. The role owns technical issues through resolution while coordinating with global engineering teams and improving support processes.

Responsibilities

• Provide advanced technical support to HP customers and collaborate with global teams in English.
• Act as a primary technical contact for USA customers, ensuring high-quality communication and customer satisfaction.
• Translate technical issues, requirements, and resolutions between customers and global engineering teams.
• Work with customers to understand their environments and troubleshoot technical issues effectively.
• Ensure tickets include complete diagnostics, logs, and reproduction steps prior to escalation.
• Collaborate with product and engineering teams to resolve complex issues.
• Participate in an on-call rotation for critical issues.
• Create documentation, knowledge base articles, and troubleshooting guides.
• Drive continuous improvement to support processes and customer experience.
• Handle incoming incidents, requests, and escalations in a courteous and professional manner for customers and stakeholders.
• Assess, analyze, and provide technical recommendations to improve customer supported SaaS/Cloud platforms.
• Follow support and business processes accurately with attention to detail.
• Proactively identify opportunities to improve efficiency and service quality.
• Serve as an HP subject matter expert by educating customers on best practices.
• Communicate with customers and stakeholders via e-mail, ticket systems, and remote conference calls.

Required Qualifications

• Professional proficiency in English.
• 5+ years of experience in technical support or similar roles.
• Customer-centric mindset with excellent communication skills.
• Experience supporting and configuring Microsoft Windows endpoints.
• Experience with endpoint management solutions such as Intune and SCCM.
• Good understanding of networking protocols, with focus on endpoints communicating through firewalls/proxy servers.
• Strong analytical and troubleshooting skills.

Preferred Qualifications

• Experience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, and ControlUp.
• Knowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).
• Experience working in global support environments.

Education

• Bachelor’s degree in Computer Science, related field, or equivalent experience

Technologies

• Microsoft Windows
• Intune
• SCCM
• Nexthink
• Omnissa
• Tanium
• ControlUp
• Salesforce
• ServiceNow
• Jira

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)