Advanced Technical Support (ATS) Engineer
Core
Provide advanced technical support and escalation resolution for HP DesignJet large-format printing systems, addressing complex hardware, firmware, software, driver, and workflow issues.
Role type
Senior IC technical support engineer (large-format printing)
Builds
Stable operation of DesignJet printers and print workflows for enterprise customers
Domain
Large-format printing / Hardware & Firmware support
Required skills
Complex hardware/firmware/software troubleshooting, Root cause analysis, Diagnostic tool usage, Structured troubleshooting methods, Cross-domain technical diagnosis, Technical documentation management, Remote and onsite field support, Stakeholder collaboration
Preferred skills
Experience with HP DesignJet or comparable large-format systems, New product introduction support, Service readiness validation, Process improvement initiatives
Technologies
HP DesignJet, Printer firmware, Print drivers, Networking protocols, Service diagnostic tools
Responsibilities
Resolve escalated complex cases involving hardware, firmware, and print workflows; Manage case lifecycle from intake to closure with clear ownership; Collaborate with engineering teams on defect investigation and product supportability; Provide remote and onsite technical support for installations and deployments; Validate troubleshooting procedures and service documentation; Share technical knowledge and best practices with support teams and partners
Seniority
Senior, hands-on IC