Support Engineer

🕒 April 17

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 56%

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.

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HP

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1939

💼 Consulting

📣 Marketing

🔧 Hardware

💰 $4.2G Post-IPO Equity on 2022-04

Consulting • Marketing • Hardware

HP is a leading technology company that operates worldwide. It offers a broad range of products and services, including personal computers (laptops and desktops), printers, and imaging solutions for both home and business use. HP also provides 3D printing solutions, professional and gaming workstations, monitors, and a variety of accessories such as keyboards, mice, and webcams. Additionally, HP is known for its Instant Ink service, which automatically delivers ink to customers' homes. The company is committed to sustainability and offers recycling services for its products.

📋 Description

• 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 • Lead strategic customer engagements remotely to understand pain points, align on resolution strategies, and define success metrics • Establish long-term customer trust and act as a proactive technical partner • Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive product and process improvement • Contribute RCA outcomes to the broader technical knowledge base • Bridge 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 • Enable remote resolution and self-service adoption by customers and peers • Own complex support cases, set priorities, manage escalations, and ensure timely case progression • Participate in monthly on-call rotation supporting customers across global time zones

🎯 Requirements

• High School Diploma or equivalent • Minimum 3 years in customer-facing technical support (remote or onsite) • Fluency in English • 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 (e.g., 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) • No shift premium (Mexico)