Indigo Hardware – Remote Support Engineer

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.

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)

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