Support Engineer

🕒 April 16

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 75%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

HP France

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1939

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

HP France is a subsidiary of the multinational tech company HP Inc, focusing on providing a wide range of computing and printing solutions. The company offers an extensive product line including laptops, desktops, monitors, printers, and accessories for both private consumers and business clients. HP France is committed to delivering innovative technology solutions that enhance productivity and efficiency in both personal and professional settings.

📋 Description

• Deliver end-to-end technical support using remote diagnostic tools • Resolve 78% of cases remotely and support the "Shift Left" model through knowledge transfer and automation • Lead remote customer engagements to understand pain points, align resolution strategies, and define success metrics • Establish long-term customer trust and act as a proactive technical partner • Conduct remote Root Cause Analysis (RCA) to identify recurring patterns and drive product and process improvement • Contribute RCA outcomes to the technical knowledge base • Coordinate between customers, Field Engineers, delivery teams, and parts approval teams • Ensure diagnostic accuracy and quality handover for field visits • Share learnings, participate in technical debriefs, and develop knowledge articles and training • Take ownership of complex support cases, manage priorities and escalations, and ensure timely case progression • Participate in monthly on-call rotation to support customers across global time zones and maintain business continuity

🎯 Requirements

• High School Diploma or equivalent • Minimum 3 years in customer-facing technical support (remote or onsite) • Fluency in English required • Proven ability to diagnose and resolve complex technical problems using remote tools and data insights • Strong written and verbal communication skills • Ability to produce clear, concise technical documentation and guide customers effectively • Ability to work in a matrixed environment with cross-regional, cross-functional teams • Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms such as ServiceNow • Experience with HP Indigo as press operator or field technician highly preferred • College Degree in a technical field preferred

🏖️ Benefits

• Monthly on-call rotation supporting customers across global time zones (24x7 / 18x6 coverage)