Technical Support Engineer

Description

Workforce Solutions (WS) is a new global business unit that brings together all commercial services teams across HP under one leader with a goal of providing a comprehensive portfolio of compelling services and solutions to our enterprise midmarket and even in partnership with our strategic channel partners to the SMB segment. Our goal is to enable CIOs to optimize the IT experience of their workforce while balancing other business pressures of affordability and risk. HPs core strengths in personal systems and computing printing and document workflows and advanced collaboration solutions provide the foundation from which we will expand our services portfolio. Our passion for our customer and our employees will be our differentiation.

We have organized the P&L across three Service Lines each representing a critical portfolio and business model. Lifecycle Services represents our core devicecentric services. Managed Solutions represents our growing portfolio in integrated solutions and managed services that bring together hardware software HP and thirdparty capabilities. Our final strategic Service Line is focused on our rapidly growing Software / Digital Services portfolio.

This newly founded division brings together software products and platforms from across HP including our robust Print Document and Workflow Management suite our flagship Workforce Experience platform (WXP) and our overall HP Workplace Central platform which brings the entire software portfolio of HP (and key partners) together under a cloudnative AIdriven Employee Experience platform.

Digital Solutions is looking for an experienced customerfacing Technical Support Engineer to support their SW Support team.

Youll be helping make our customers successful by providing highquality efficient support for HPs WXP. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution using a variety of tools resources and expertise.

Responsibilities

• Provide L2/L3 technical support for HP Workforce Experience Platform (WXP) customers including troubleshooting and resolving issues related to endpoint experience monitoring AIdriven analytics and automated remediation tools.

• Manage incoming incidents service requests and escalations ensuring timely resolution and customer satisfaction.

• Deploy and configure WXP solutions across customer environments ensuring proper integration with enterprise IT systems.

• Proactively monitor customer environments for experienceimpacting issues and work to resolve them before they affect endusers.

• Assist customers in optimizing their WXP dashboards automation rules and AIdriven insights to improve IT efficiency and employee experience.

• Collaborate with internal teams including product engineering and customer success to relay customer feedback and drive product improvements.

• Provide technical guidance and best practice recommendations for customers leveraging WXPs capabilities.

• Document solutions troubleshooting steps and best practices in the WXP knowledge base.

Requirements:

• Strong analytical skills demonstrating the ability to break down complex problems and a desire to get to the bottom of issues.

• Deep understanding of Digital Employee Experience (DEX) solutions and enterprise IT service management.

• Detailoriented diligent and able to manage multiple customer issues effectively.

• Working knowledge of enterprise network architecture device performance analytics and cloudbased IT operations.

• Confidence to operate in a customerfacing role with excellent communication skills.

• Ability to work with minimal direction and adapt quickly to new technologies.

The following skills and attributes are a plus:

• Bachelors degree in Computer Science Engineering or a related technical field or equivalent experience.

• Experience with ITSM tools like Salesforce endpoint management platforms like Microsoft Intune or analytics platforms like Splunk.

• Familiarity with HP WXPs AIdriven automation and digital experience monitoring features.

• Handson experience configuring and optimizing enterprise DEX solutions.

If youre a customerfocused technical support expert with experience in the HP Workforce Experience Platform (WXP) or similar DEX solutions wed love to hear from you!

The base pay range for this role is $93150 to $140650 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location jobrelated 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;

• 412 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.

Job

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