Remote Support Engineer – Digital Front End (DFE) Software Solutions
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Company-specific questions
- 1. Within the past 5 years, have you been employed by the federal or any state or local government or public institution within Australia, Bangladesh, Brazil, Canada, China, Ireland, Korea, Mexico, Pakistan, Philippines, Puerto Rico, Taiwan, United Kingdom, United States and/or Vietnam?
- Conflict of Interest Question 1: HP Policy prohibits employees from engaging in activities that pose a conflict(s) of interest for HP such as: - Outside employment with or receiving compensation from a customer, business partner, supplier, or competitor - Significant financial interest in a customer, business partner, supplier, or competitor held by you or a family member - Conducting business with a customer, business partner, supplier, or channel partner when someone you have a close personal or family relationship has a substantial role in that company - Close personal relationships between employees in the same organization To identify situations that may pose a conflict and be inconsistent with this policy, please advise if you would be engaging in any of the above listed situations or activities during your HP employment if you were hired into the role for which you have applied.
- Conflict of Interest Question 2: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether you have served or are serving in a government or public body that has regulatory authority over HP or that purchases from HP.
- Conflict of Interest Question 3: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether a family member or anyone with whom you have a close personal relationship is a government official with regulatory authority over HP or authority to make or influence a decision to obtain or retain HP business.
- Non-compete Question: Have you signed or accepted any agreement with a current or prior employer that includes restrictions on competition or solicitation, including, but not limited to, non-competition agreement, non-disclosure agreement, non-solicitation agreement, or are you otherwise subject to restrictions that may affect your ability to fulfill responsibilities of this HP role?
- In order to comply with the U.S. Export Control regulations, HP must conduct specific, pre-interview screenings of candidates globally. In order to conduct these screenings, we must obtain information about citizenship/permanent residency. This Information will be used for the sole purpose of US Export Control screenings and will not be considered in any way during the candidate selection process. Please indicate if you are a citizen or permanent resident of ONE OR MORE of the countries listed below, by answering 'yes'. If you are not a citizen/permanent resident of one of the countries listed below, please answer 'no'. The countries are: The countries are: Armenia, Azerbaijan, Belarus, Cambodia, China (People's Republic of China), Cuba, Georgia, Hong Kong, Iran, Iraq, Kazakhstan, Kyrgyzstan, Laos, Libya, Macao (Macau), Moldova, Mongolia, Myanmar (Burma), Nicaragua, North Korea (Democratic People’s Republic of Korea), North Sudan (Khartoum), Russia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, Venezuela, Vietnam, Yemen.
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About this role
Employer-provided description, formatted for easier reading.
Remote Support Engineer – Digital Front End (DFE) Software Solutions
Description -
Job Description:
We are seeking a skilled and motivated Remote Support Engineer for our Digital Front End (DFE) software solutions team. The ideal candidate will work independently, using standard protocols to address and resolve complex customer issues. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with customers.
This role is supporting clients in North America hence fluency in English is a must.
Responsibilities
- Technical Support:
- Independently handle and resolve complex technical issues related to both hardware and software.
- Provide expert-level support through various channels, including incoming customer contacts and proactive notification systems.
- Respond to service, product, technical, and customer-relations questions, covering features, specifications, repairs, and support for both current and discontinued products.
- Customer Interaction:
- Address customer inquiries based on their entitlement, from warranty issues to mission-critical support.
- Proactively assist customers in avoiding or mitigating potential problems, ensuring a high level of customer satisfaction.
- Case Management:
- Accurately document all case details and resolutions in Service NOW.
- Ensure cases are updated regularly with relevant information to maintain clear communication with customers and internal teams.
- Collaboration and Knowledge Sharing:
- Share issues, resolutions, and innovative ideas with the team to foster a collaborative and knowledgeable work environment.
- Participate in team meetings and contribute to continuous improvement initiatives.
Requirements
- Proven experience in a technical support role, preferably in software solutions.
- Strong problem-solving skills and the ability to work independently.
- Excellent communication skills, both verbal and written.
- Proficiency with support tools and systems, particularly Service NOW.
- Ability to manage multiple tasks and prioritize effectively.
- Customer-focused mindset with a proactive approach to problem-solving.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Graphic Design or a related field.
- Prepress experience is a plus (Adobe Illustrator, Adobe InDesign, Acrobat)
- Experience with Windows OS and Mac OS platforms.
- Certifications in relevant technologies or support methodologies.
- Experience with remote support tools.
Benefits
- Hybrid work environment.
- Comprehensive benefits package.
- Ongoing training and professional development opportunities.
If you are a dedicated support professional with a passion for helping customers and resolving complex technical issues, we would love to hear from you.
Job -
Services
Schedule -
Full time
Shift -
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 "