Indigo Hardware – Remote Support Engineer

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, acting as a trusted technical advisor engaging with customers remotely.

What You'll Do

• Deliver end-to-end technical support using remote diagnostic tools, aiming to resolve 78% of cases remotely.
• Lead strategic engagements with customers to understand pain points, align on resolution strategies, and define success metrics.
• Conduct detailed remote Root Cause Analysis (RCA) to identify recurring patterns and contribute to the technical knowledge base.
• Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams.
• Take full ownership of complex support cases, manage escalations professionally, and ensure timely case progression.

What You Bring

• Minimum 3 years of experience in customer-facing technical support (remote or onsite).
• Proven ability to diagnose and resolve complex technical problems using remote tools and data insights.
• Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms like ServiceNow.
• Strong written and verbal communication skills to produce clear technical documentation.
• Bonus: Experience with HP Indigo as a press operator or field technician.

Benefits

• Opportunity to work in a collaborative "One Team - One Goal" matrixed environment.
• Ability to bring forward innovative ideas to enhance remote resolution and influence product evolution.
• Competitive benefits offered by HP Inc. as an Equal Opportunity Employer.
• Fully remote work flexibility within Mexico (requires participation in a monthly 24x7 / 18x6 on-call rotation).