Want to know if this job is worth applying to?
Tlaquepaque, Jalisco, México
Remote only
Description -
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, delivering operational excellence and shaping the future of remote technical services.
As a trusted technical advisor, you will leverage AI, XR, remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from Root Cause Analysis (RCA), and reducing field dispatches.
This role is supporting clients in North America hence fluency in English is a must.
Key Responsibilities
Active Remote Resolution
Deliver end-to-end technical support using remote diagnostic tools.
Resolve 78% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation.
Customer Engagement & Success
Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics.
Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter.
Deep Technical Analysis & RCA
Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement.
Contribute RCA outcomes to the broader technical knowledge base.
Cross-Functional Collaboration
Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams.
Ensure diagnostic accuracy and quality handover for field visits.
Remote Enablement & Shift Left Execution
Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers.
Escalation Management & Ownership
Take full ownership of complex support cases.
Set priorities, manage escalations professionally, and ensure timely and effective case progression.
Desired
After-Hours On-Call Support
Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations.
Desired Skills & Experience
Service-Centric Attitude
Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency.
Remote Support Agility
Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch.
Communication & Documentation
Strong written and verbal communication skills.
Ability to produce clear, concise technical documentation and guide customers effectively.
Team Collaboration
Demonstrates “One Team - One Goal” mindset.
Works well in a matrixed environment with cross-regional, cross-functional teams.
Initiative & Innovation
Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution.
Actively contributes to strategic improvement projects.
Minimum Qualifications
Required: High School Diploma or equivalent
Preferred: College Degree in a technical field
Experience:
Minimum 3 years in customer-facing technical support (remote or onsite)
Highly Preferred: Experience with HP Indigo as press operator or field technician
Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Mexico)Travel -
Relocation -
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"
