Description -

Job Summary

HP’s AM Customer Assurance organization delivers world‑class service experiences to customers across our Additive Manufacturing portfolio. We are seeking a highly motivated Customer Assurance Support Engineer to lead the resolution of the most complex, high‑impact product and quality escalations. The CA Support Engineer acts as the technical authority for escalations beyond frontline support capabilities, driving root cause identification, corrective actions, and prevention strategies while influencing upstream improvements across NPI, documentation, training and support models (shift‑left).

Responsibilities

Escalation Ownership & Resolution

• Own L4 product and quality escalations end‑to‑end, from intake and triage through root cause, mitigation, corrective actions and formal closure.
• Lead resolution of high‑severity, high‑complexity cases, including multi‑customer impact, systemic failures, quality deviations, safety or compliance risks.
• Define and drive technical action plans in collaboration with R&D, Quality, Services and suppliers, ensuring timely and high‑quality outcomes.
• Act as the final technical authority for escalation closure criteria and validation.

Cross‑Functional Leadership

• Orchestrate cross‑functional teams (R&D, PQ, CPS, Operations, PM) without direct authority to align priorities, resources and execution.
• Facilitate structured technical discussions, ensuring data‑driven decision‑making and clear accountability.
• Represent CA and L4 engineering in escalation forums, stability reviews and executive updates when required.  

Continuous Improvement & Shift‑Left

• Identify patterns and systemic issues across escalations, translating field learnings into improvement initiatives.
• Feed structured insights into NPI, serviceability, documentation, training, tooling and support processes.
• Actively contribute to shift‑left strategies, reducing recurrence, L4 volume and time‑to‑fix.
• Support definition and tracking of quality and escalation KPIs (e.g. MTTR, recurrence, L4 ratio).

Knowledge & Capability Building

• Generate and maintain structured technical documentation, including RCA summaries, best practices and escalation playbooks.
• Mentor L3 engineers and other CA team members on advanced troubleshooting, escalation handling and systems thinking.
• Support onboarding and technical enablement of new products, platforms and regions as required

Scope & Interfaces

• Global scope across regions (EMEA, AMS, APJ).
• Interfaces with: Customer Assurance, Services Engineering, R&D, Quality, Operations, Product Management, Supply Chain and external partners.
• Works primarily on systemic, quality‑driven escalations, not routine service cases.

Education & Experience Recommended

• Bachelor’s or Master’s degree in Engineering (Mechanical, Electrical, Materials, Software, or similar).
• 5-8 years in Product Support, Customer Assurance, Field Service Engineering, or related technical roles.
• Experience working with complex electromechanical systems; Additive Manufacturing experience is a plus.
• Demonstrated success leading cross functional initiatives and technical escalations.

Knowledge & Skills

• Strong system-level troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication ability, including executive-level updates.
• Ability to influence across organizations without formal authority.
• Familiarity with Jira, CRM systems, data analysis tools, and structured reporting methods.
• Understanding of service workflow, training development, and documentation processes.

Job -

Schedule -

Shift -

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"