Indigo Hardware – Remote Support Engineer

Indigo Hardware – Remote Support Engineer Description - About the Role We are looking for a highly skilled and service-oriented Remote Support Engineer to join our HP Indigo Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution, delivering operational excellence and shaping the future of remote technical services. As a trusted technical advisor, you will leverage AI, XR, remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from Root Cause Analysis (RCA), and reducing field dispatches. This role is supporting clients in North America hence fluency in English is a must. Key Responsibilities Active Remote Resolution Deliver end-to-end technical support using remote diagnostic tools. Resolve 78% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation. Customer Engagement & Success Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter. Deep Technical Analysis & RCA Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base. Cross-Functional Collaboration Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits. Remote Enablement & Shift Left Execution Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers. Escalation Management & Ownership Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression. Desired After-Hours On-Call Support Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations. Desired Skills & Experience Service-Centric Attitude Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency. Remote Support Agility Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch. Communication & Documentation Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively. Team Collaboration Demonstrates “One Team - One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams. Initiative & Innovation Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects. Minimum Qualifications Required: High School Diploma or equivalent Preferred: College Degree in a technical field Experience: Minimum 3 years in customer-facing technical support (remote or onsite) Highly Preferred : Experience with HP Indigo as press operator or field technician Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow) Job - Services Schedule - Full time Shift - No shift premium (Mexico) 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 "