Technical Support Engineer

HP•Houston, TX

About The Position

HP’s Digital Solutions team is seeking a USA-based Technical Support Engineer to support customers using HP software solutions, with a focus on Digital Employee Experience (DEX) and endpoint security solutions. The role owns technical issues from initial contact through resolution, using appropriate tools, resources, and expertise. The engineer works collaboratively within a team and independently on challenging problems, bringing a customer-satisfaction focus, strong technical and time-management skills, and enthusiasm for continuous learning. The role serves as a bridge between customers and global engineering teams, providing clear communication and helping resolve issues efficiently. It also involves technical needs analysis, project management, developing technical solutions that help developers and engineers work more efficiently with modern software and application development tools, maintaining stakeholder relationships across departments, and guiding and coaching new employees. The position provides advanced customer support, investigates and resolves incidents and escalations, documents diagnostics and troubleshooting, collaborates with product and engineering teams, and contributes to improving support processes and customer experience. It includes participation in an on-call rotation for critical issues. The role is full-time, with no shift premium and no travel. Relocation is available.

Requirements

Professional proficiency in English.
At least 5 years of experience in technical support or similar roles.
Customer-centric mindset and 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, particularly endpoint communication through firewalls and proxy servers.
Strong analytical and troubleshooting skills.
Bachelor’s degree in Computer Science or a related field, or equivalent experience.

Nice To Haves

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

Responsibilities

Provide advanced technical support to HP customers and collaborate with global teams in English.
Serve as the primary technical contact for customers in the USA, supporting high-quality communication and customer satisfaction.
Communicate technical issues, requirements, and resolutions between customers and global engineering teams.
Understand customer environments and troubleshoot technical issues.
Ensure 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.
Improve support processes and customer experience.
Handle incoming incidents, requests, and escalations courteously and professionally.
Assess customer-supported SaaS and cloud platforms and make technical recommendations for improvement.
Follow support and business processes accurately and with attention to detail.
Identify opportunities to improve service efficiency and quality.
Act as an HP subject matter expert and educate customers on best practices.
Communicate with customers and stakeholders through email, ticket systems, and remote conference calls.
Perform technical needs analysis and project management.
Maintain relationships with stakeholders across departments and provide guidance and coaching to new employees.