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Who we are

HP creates new possibilities for technology to have a meaningful impact on people businesses governments and society. The worlds largest technology company and one of the Fortune 100 Best Companies to Work For list in 2024 HP brings together a portfolio that spans printing personal computing software services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.

HP invents engineers and delivers technology solutions that drive business value create social value and improve the lives of our clients. At HP we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission. Learn more drives our innovation engine

Diverse teams create transformative solutions that better serve our customers and advance how the world works and lives.

Were reinventing the standard for diversity and inclusion in how we operate as a company and impact society. Diversity is embedded in all we do and every HP employee at every level plays a part. By valuing differences we engage top industry talent to drive our companys long-term success.

Job Summary

The Technical Customer Assurance Manager (TCAM) resolves moderate to complex technical issues across hardware and software environments for internal and external customers. Serving as a trusted consultant the TCAM leads technical assurance activities architects and integrates solutions and proactively mitigates risk. The role is pivotal in driving customer satisfaction accelerating incident resolution and enabling innovation through advanced technical expertise and crossfunctional collaboration.

Key Responsibilities

• Resolve moderate to complex technical problems (hardware/software) for customers and end users leveraging proactive monitoring and notifications.
• Set a service direction aligned to customer needs and coordinate closely with internal and external stakeholders.
• Act as a trusted consultant to plan coordinate and architect innovative solutions serving as the primary technical advocate for assigned customers.
• Collaborate with ecosystem partners (e.g. Microsoft Google Zoom Pexip) and end users to prevent or minimize issues and recommend continuous improvements.
• Architect deploy manage and integrate solutions in customer environments; participate in architecture and design reviews to improve product quality.
• Work crossfunctionally to deliver support efficiently enhance troubleshooting effectiveness and drive successful outcomes.
• Support initiatives that expand business opportunities through innovative technologies and services.
• Apply advanced subjectmatter expertise lead and contribute to complex projects and exercise independent judgment to resolve business issues.
• Build productive relationships internally and externally; mentor junior team members as needed.
• Own governance and reporting: conduct service review maintain operational dashboards and provide executive incident summaries and RCAs for critical events.
• Ensure all activities comply with HP privacy and EU GDPR requirements or relevant rules applicable to service delivery location.

Education & Experience

• Bachelors degree or higher in a relevant discipline or equivalent professional experience.
• Typically 710 years of experience in remote support technical account management customer environments or a related field.

Preferred Certifications

• Wireshark WCA Cisco CCNE or other network certifications
• Microsoft Teams Administration
• Pexip CET

Technical Skills

• Experienced in Unified Communications
• Exposure to Microsoft Teams Zoom Google Meet Pexip
• Automation and scripting
• Operating systems (Linux)
• Root cause analysis and diagnostics
• SaaS and cloud services
• TCP/IP and networking
• Communication Protocols H323 SIP WebRTC
• Technical services and support
• Workflow and ticket management tools

Core Competencies

• Effective communication
• Results orientation
• Learning agility
• Digital fluency
• Customer centricity

Work Location & Language Requirements

• Primary location: France
  Coverage aligned to CET/CEST business hours
• French language proficiency is required (professional fluency for customer communications meetings and documentation)
• English language proficiency is also required for global collaboration and reporting

Impact & Scope

TCAM provides expertise to different project teams; participates in crossfunctional initiatives that improve customer outcomes and operational excellence.

Complexity

Works on complex problems requiring indepth evaluation of multiple factors; exercises independent judgment and advanced problemsolving skills.

Disclaimer

This job description outlines the general nature and level of work performed. It is not an exhaustive list of all duties skills or responsibilities. Duties may change and additional tasks may be assigned as business needs evolve.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal