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
Builds
Customer support workflows and knowledge base documentation for endpoint security tools
Domain
IT Services / Endpoint Security / SaaS
Deliverable
client delivery
Required skills
Advanced troubleshooting, technical need analysis, project management, stakeholder communication, documentation creation, process improvement
Preferred skills
DEX tools (Nexthink, Omnissa, Tanium, ControlUp), ITSM tools (Salesforce, ServiceNow, Jira), global support environment experience
Technologies
Microsoft Windows, Intune, SCCM, Nexthink, Omnissa, Tanium, ControlUp, Salesforce, ServiceNow, Jira
Responsibilities
Provide advanced technical support and troubleshoot issues for customers; Act as primary technical contact for USA customers; Communicate technical issues and resolutions between customers and global engineering teams; Create documentation, knowledge base articles, and troubleshooting guides; Drive continuous improvement in support processes; Participate in on-call rotation for critical issues; Assess and analyze customer environments to make technical recommendations
Seniority
Senior, hands-on IC