Join HP Indigo as a Hardware Support Engineer and help deliver exceptional support experiences to customers worldwide. Based in our Alpharetta support center, you will provide advanced remote diagnostics and resolution for complex HP Indigo hardware issues while helping customers maximize press uptime, productivity, and operational performance.

This role combines deep technical expertise with customer engagement, analytical problem-solving, and operational awareness. Success requires agility, adaptability, and a continuous learning mindset, with the ability to leverage AI-enabled tools, data insights, remote diagnostic technologies, and emerging solutions to identify customer operational gaps, improve efficiency, and recommend solutions that align with evolving customer and business needs.

As a trusted technical advisor, you will collaborate across multiple organizations to deliver end-to-end support while continuously improving customer outcomes and service effectiveness.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve complex HP Indigo hardware issues using advanced remote support tools and diagnostics.

• Analyze technical data, customer symptoms, and system behavior to identify root causes and corrective actions.

• Drive remote resolution whenever possible, minimizing downtime and supporting HP's Shift-Left service strategy.

• Support customers through reactive cases, proactive monitoring alerts, and predictive service notifications.

• Utilize technologies such as AI-powered diagnostics, analytics, and mixed reality tools, including HoloLens, to improve support effectiveness and customer outcomes.

Customer Success & Operational Improvement

• Build trusted relationships with customers through proactive communication, ownership, and technical expertise.

• Guide operators and customer personnel through troubleshooting and recovery procedures in a clear and effective manner.

• Identify operational challenges, efficiency gaps, and recurring issues impacting customer productivity.

• Recommend practical solutions, best practices, and process improvements that support customer and business goals.

• Adapt support strategies to changing customer requirements, production environments, and business priorities.

• Serve as a trusted advisor, helping customers navigate challenges and identify the most effective path forward for their operations.

Root Cause Analysis & Continuous Improvement

• Perform detailed Root Cause Analysis (RCA) on recurring or complex issues.

• Document findings and contribute to HP's technical knowledge portfolio.

• Share lessons learned and best practices with peers and partnering organizations.

• Support continuous improvement initiatives that enhance service quality, efficiency, and customer satisfaction.

• Contribute ideas that improve customer experience, support effectiveness, and operational performance.

Collaboration & Case Ownership

• Serve as the central point of coordination between customers, Field Service Engineers, Technical Support teams, Parts Operations, Product Support, and other stakeholders.

• Ensure accurate diagnosis, proper parts identification, and effective handoff when onsite support is required.

• Take ownership of escalations and drive resolution from initial engagement through closure.

• Promote a strong One Team, One Goal culture across all support organizations.

Documentation & Knowledge Management

• Maintain clear and accurate case documentation, including troubleshooting actions, findings, root causes, and next steps.

• Create and maintain technical documentation, knowledge articles, and customer-facing guidance.

• Translate complex technical information into concise and actionable instructions.

Global Support Coverage

• Participate in a rotating support schedule to provide coverage for customers across global regions.

• Support may include assigned shifts, after-hours coverage, weekends, holidays, and on-call responsibilities based on business needs.

• Provide support for customers with 24x7 and 18x6 service entitlements and critical production environments.

Required Qualifications

Education

• High School Diploma, GED, or equivalent experience.

Experience

• Minimum 3 years of experience in customer-facing technical support, field service, remote support, or a related technical role.

• Experience troubleshooting complex hardware, electromechanical systems, industrial equipment, or similar technologies.

• Experience managing technical customer issues and escalations.

Preferred Qualifications

• Associate’s or Bachelor’s degree in a technical field.

• HP Indigo experience as a Press Operator, Field Service Engineer, Technical Support Engineer, or similar role.

• Experience with ServiceNow or comparable case management systems.

• Familiarity with remote diagnostics, predictive monitoring systems, data-driven troubleshooting, and knowledge management platforms.

• Experience supporting production printing equipment or similar commercial hardware environments.

Knowledge & Skills

• Strong analytical and troubleshooting abilities.

• Ability to diagnose and resolve highly complex technical issues remotely.

• Excellent verbal and written communication skills.

• Strong customer focus and relationship-building skills.

• Ability to understand customer needs and establish appropriate priorities.

• Adaptability and flexibility in responding to changing business and customer requirements.

• Strong documentation, organizational, and knowledge-sharing skills.

• Self-motivated with a continuous improvement mindset.

• Ability to perform effectively in high-pressure situations.

• Strong collaboration skills and commitment to a One Team, One Goal approach.

• Ability to combine technical expertise with business understanding to deliver customer value.

• Willingness to embrace new technologies, AI-enabled tools, and evolving support methodologies.

Why HP Indigo

At HP Indigo, you'll work with industry-leading technology, collaborate with talented teams across the globe, and directly impact customer success. You'll help shape the future of technical support through innovation, operational excellence, and a relentless focus on delivering customer value.

Salary

The pay range for this position is $29 to $43 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:
HP offers a comprehensive benefits package for this position, including:

• 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

• 13 paid holidays

• 15 days paid time off (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, responsibilities, skills, knowledge, or working conditions associated with the position. Responsibilities and requirements may change based on business needs, and additional duties may be assigned as required by management.