Technical Support Engineer

HP’s Digital Solutions team is seeking a USA-based Technical Support Engineer to deliver advanced technical support with a focus on DEX and endpoint security solutions. In this onsite role in Spring, TX, you will serve as a primary technical contact for customers, own issues through resolution, and partner with global engineering teams to improve support processes and the customer experience.

Compensation: $73,800 to $113,650 USD annually. Additional opportunities may be available for pay in the form of bonus and/or equity (United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Key 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.
• Partner with customers to understand their environments and troubleshoot technical issues effectively.
• Ensure all tickets include complete diagnostics, logs, and reproduction steps before 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 in support processes and customer experience.
• Handle incoming incidents, requests, and escalations in a courteous and professional manner for customers and stakeholders.
• Assess, analyze, and make technical recommendations to improve customer-supported SaaS/Cloud platforms.
• Follow support and business processes accurately with attention to detail.
• Identify opportunities to improve the efficiency and quality of service delivery.
• Serve as an HP subject matter expert, educating customers on best practices.
• Communicate with customers and stakeholders via e-mail, ticket systems, and remote conference calls.

What you bring

• 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 including Salesforce, ServiceNow, and Jira.
• Experience working in global support environments.

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)

Tools and technologies

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

Logistics

• Location: Spring, TX (onsite)
• Schedule: Full time
• Shift premium: No shift premium (United States of America)
• Travel: No
• Relocation: Yes

Education: Bachelor’s degree in Computer Science, related field, or equivalent experience.