Indigo Remote Support Engineer

HP
Mexico
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 3+ yearsSkills: ["Communication","Learning agility","Digital fluency","Customer centricity","Results orientation"]

Provide engineering remote support diagnoses for external and internal customers, translating complex symptoms into product issues and implementing solutions via remote technical support processes. Resolve issues from customer contacts and proactive systems, document customer details, and coordinate end-to-end resolution across departments. Escalate to onsite part/field dispatch with proper diagnosis when needed, while participating in after-hours standby coverage and continuous improvements.

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FursaFursa
HP
HP
5 months ago

Indigo Remote Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide engineering remote support diagnoses for external and internal customers, translating complex symptoms into product issues and implementing solutions via remote technical support processes. Resolve issues from customer contacts and proactive systems, document customer details, and coordinate end-to-end resolution across departments. Escalate to onsite part/field dispatch with proper diagnosis when needed, while participating in after-hours standby coverage and continuous improvements.
Location: Mexico
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Diagnose complex malfunctions remotely for external and internal customers and provide firsthand resolution to ensure satisfaction.
  • •Maintain customer relationships as a trusted advisor and actively contribute knowledge to HP’s technical knowledge portfolio.
  • •Proactively resolve technical issues using end-user contacts and predictive notification systems.
  • •Coordinate across departments to deliver end-to-end customer solutions with a customer-service focus.
  • •Provide after-hours standby support via rotation schedule, with expectation to cover at least one shift monthly while supporting 24x7 and 18x6 entitlement.

Key Requirements

  • •Strong analytical and remote troubleshooting skills to diagnose issues by collecting and managing information remotely.
  • •Implement technical solutions in line with agreed designs and follow Remote Technical Support processes.
  • •Resolve technical issues from end-user contacts and proactive notification systems, including product features, specs, parts compatibility, and maintenance.
  • •Trigger onsite interaction (parts/field dispatch) when remote resolution isn’t possible, ensuring proper diagnosis and parts identification for handover.
  • •Experience in a customer-facing role (onsite support, remote support, or similar) and professional communication with customers and internal teams.
Experience:3+ years
Skills:CommunicationLearning agilityDigital fluencyCustomer centricityResults orientation
Languages:English

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn