Technical Customer Assurance Manager & Engineering

HP • Houston, TX

5d • Remote

About The Position

The Technical Customer Assurance Manager (TCAM) & Engineering job is responsible for proactive account management, escalation leadership, and end-to-end resolution of complex technical issues for Priority Management / CarePack enterprise customers. This role serves as the single point of accountability across support, engineering, supply chain, and services to ensure timely resolution and high customer satisfaction.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related technical field (or equivalent experience).
• 7–12+ years of experience in technical support, escalation management, or customer assurance roles.
• Proven experience in enterprise customer engagement and post-sales support environments.
• Demonstrated ability to lead complex, cross-functional issue resolution across engineering, support, and supply chain teams.
• Strong background in technical troubleshooting across hardware, software, and platform-level issues.
• Experience in customer-facing roles requiring executive-level communication and reporting.
• Experience in working on solving Hardware, software and firmware related issues.
• Should be proficient with in deciphering logs, analyzer tools and AI proficient.
• Some understanding of supporting Priority Management / CarePack or premium support services preferred.
• Exposure to product quality management, root cause analysis, and corrective action programs.
• Experience working directly with strategic or large enterprise accounts.
• Program or project management experience in a cross-functional delivery environment.
• Strong understanding of PC hardware, software, firmware, and platform architecture.
• Knowledge of end-to-end support models (ATS, 3LS, Engineering, Supply Chain, Services).
• Familiarity with product quality processes, root cause analysis, and corrective action.
• Understanding of enterprise IT environments and deployment model.
• Ability to lead and drive resolution of complex, high-impact technical issues across multiple organizations.
• Proven ability to coordinate and influence engineering, support, and business teams without direct authority.
• Strong skills in trend analysis, failure pattern identification, and root cause determination.
• Ability to communicate effectively with technical teams, business stakeholders, and executive leadership.
• Demonstrates accountability for customer outcomes, issue resolution, and overall service experience.
• Ability to align technical issue resolution with business impact and customer priorities.
• Strong understanding of service delivery models and customer support contracts (e.g., CarePack / Priority Management).
• Capability to manage multiple high-priority issues simultaneously in a fast-paced environment.

Nice To Haves

• Experience with Priority Management / CarePack accounts and engagement models.
• Familiarity with quality reporting, dashboards, and metrics (failure rates, escalation trends, etc.).
• Program or project management experience in complex delivery environments.

Responsibilities

• Debug complex technical issue from both hardware and software perspective on Workstations, PC's and any other peripherals.
• Own and drive end-to-end resolution of high-impact escalations for strategic enterprise accounts.
• Act as single point of accountability across ATS / 3LS / Engineering / Supply Chain.
• Provide proactive monitoring and trend analysis (failure patterns, escalation drivers, quality signals).
• Lead root cause analysis, corrective actions, and post-mortem reviews.
• Deliver executive-level communication, reporting, and QBRs.
• Collaborate with Sales and account teams to align support strategy.
• Support deployments, field stabilization efforts, and product quality initiatives.
• Drive continuous improvement actions to reduce repeat issues and customer impact.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior