Advanced Technical Support (ATS) Engineer

Advanced Technical Support (ATS) Engineer
Description -
The
DesignJet Advanced Technical Support (ATS) Engineer
provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues.
We are looking for a professional with
hands-on onsite large format break-fix printer repair experience as
this engineer serves as an escalation resource for frontline support teams, partners, and customers; collaborates with product and engineering teams when deeper investigation is required; and shares technical knowledge that improves issue resolution, service quality, and customer experience.

Key Responsibilities
Advanced Technical Support & Escalation Resolution
Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows
Use diagnostic tools, logs, service documentation, and structured troubleshooting methods to isolate root cause and restore operation
Engage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution
Escalate product defects and unresolved technical issues to engineering through established support processes
Case Management & Service Quality
Manage assigned escalations from intake through closure with clear ownership, urgency, and customer focus
Maintain accurate case documentation, troubleshooting history, action plans, and customer communications
Meet established response, update, and resolution expectations while identifying risks that require additional support
Contribute to case reviews and service-quality improvement activities
Technical Readiness & Continuous Improvement
Support service readiness activities for new products, firmware, software, and service updates
Validate troubleshooting procedures, service documentation, tools, and field repair guidance
Identify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes
Share lessons learned and technical best practices with support teams and service partners
Customer & Partner Support
Provide advanced technical guidance to customers, channel partners, field engineers, and internal support teams
Communicate technical findings, action plans, risks, and resolution status clearly to technical and nontechnical audiences
Support critical customer situations and deployments when advanced DesignJet expertise is required
Product & Engineering Collaboration
Collaborate with product, firmware, software, and engineering teams on difficult or unresolved technical issues
Collect and provide complete technical evidence for defect investigation and corrective action
Participate in product supportability reviews, field validation, and New Product Introduction activities as assigned
Provide field feedback that helps improve product quality, reliability, diagnostics, and serviceability
Field & Deployment Support
Provide remote and onsite technical support for installations, deployments, and complex field issues as needed
Coordinate with field service, logistics, partners, and internal teams to complete technical actions
Travel to customer or partner locations when advanced troubleshooting or recovery support is required
Qualifications
5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems
Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows
Demonstrated ability to diagnose and resolve complex, cross-domain technical issues
Experience using service tools, technical documentation, logs, and structured troubleshooting methods
Strong written and verbal communication skills with a customer-focused approach
Ability to work independently and collaborate effectively across support, field, partner, and engineering teams
Associate degree in a technical field or equivalent practical experience
Success Profile
The ideal candidate is:
A hands-on technical expert who enjoys diagnosing and resolving difficult problems
A disciplined case owner who follows issues through to verified resolution
A clear communicator who can translate complex technical findings into practical next steps
A collaborative, customer-focused professional who actively shares knowledge
Why This Role Matters
This position is essential to resolving the most complex DesignJet support issues, strengthening technical capability across the support network, and delivering a consistent, high-quality service experience for customers and partners.

Impact & Scope Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity Responds to moderately complex issues within established guidelines. Salary The pay range for this role is $65,600 to $101,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience. Benefits: HP offers a comprehensive benefits package for this position, including: Health insurance Dental insurance Vision insurance Long term/short term disability insurance Employee assistance program Flexible spending account Life insurance Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure 11 paid holidays Additional flexible paid vacation and sick leave ( US benefits overview ) The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No 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 "