Advanced Technical Support (ATS) Engineer

HP•Alpharetta, GA

1d•$65,600 - $101,000•Onsite

About The Position

The DesignJet Advanced Technical Support (ATS) Engineer provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues. The engineer serves as an escalation resource for frontline support teams, partners, and customers; collaborates with product and engineering teams when deeper investigation is required; and shares technical knowledge that improves issue resolution, service quality, and customer experience.

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

Nice To Haves

A hands-on technical expert who enjoys diagnosing and resolving difficult problems
A disciplined case owner who follows issues through to verified resolution
A clear communicator who can translate complex technical findings into practical next steps
A collaborative, customer-focused professional who actively shares knowledge

Responsibilities

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