Technical Support Engineer
Core
Provide advanced technical support for HP's DEX and endpoint security software solutions to customers in the USA, acting as a bridge between customers and global engineering teams.
Role type
Senior Technical Support Engineer (Endpoint Security & DEX)
Builds
Resolves complex technical issues for SaaS/Cloud platforms and maintains relationships with stakeholders.
Domain
IT / Endpoint Security / Digital Employee Experience (DEX)
Deliverable
client delivery
Required skills
Advanced troubleshooting, Microsoft Windows endpoint configuration, Endpoint management (Intune, SCCM), Networking protocols (firewalls/proxies), Technical documentation, Stakeholder communication
Preferred skills
DEX tools (Nexthink, Omnissa, Tanium, ControlUp), ITSM tools (Salesforce, ServiceNow, Jira), Global support experience
Technologies
Intune, SCCM, Nexthink, Omnissa, Tanium, ControlUp, Salesforce, ServiceNow, Jira, Windows
Responsibilities
Provide advanced technical support and act as primary technical contact for USA customers; Troubleshoot technical issues and ensure complete diagnostics before escalation; Collaborate with product and engineering teams to resolve complex issues; Create documentation, knowledge base articles, and troubleshooting guides; Participate in on-call rotation for critical issues; Assess and analyze customer environments to make technical recommendations.
Seniority
Senior, hands-on IC
