Technical Support Engineer

What you'll do

• Provide advanced technical support to customers regarding HP’s software, DEX, and endpoint security solutions.
• Act as the primary technical contact for USA customers to troubleshoot issues and ensure satisfaction.
• Communicate technical requirements and resolutions between customers and global engineering teams.
• Collect complete diagnostics, logs, and reproduction steps for all escalated technical tickets.
• Create documentation, knowledge base articles, and troubleshooting guides for internal and external use.
• Analyze and provide technical recommendations to improve customer-supported SaaS and Cloud platforms.
• Serve as a subject matter expert by educating customers on best practices and software usage.
• Participate in an on-call rotation to address critical technical issues as they arise.

What we're looking for

• Must be based in the USA.
• Bachelor’s degree in Computer Science, a related field, or equivalent experience.
• Professional proficiency in English.
• 5+ years of experience in technical support or similar roles.
• Experience supporting and configuring Microsoft Windows endpoints.
• Experience with endpoint management solutions such as Intune and SCCM.
• Good understanding of networking protocols with a focus on endpoints communicating through firewalls or proxy servers.
• Experience with DEX tools such as Nexthink, Omnissa, Tanium, or ControlUp (preferred); knowledge of ITSM tools (preferred).