Indigo Hardware - Remote Support Engineer

$59,197 - $87,630/Yr

HP - Alpharetta, GA

Full-time - Mid Level

Onsite - Alpharetta, GA

Computer and Electronic Product Manufacturing

About the position

The Remote Support Engineer at Indigo Hardware is responsible for providing exceptional remote engineering support to both external and internal customers. This role requires a self-motivated individual who can build and maintain effective customer relationships, ensuring high levels of customer satisfaction through the resolution of complex technical issues. The engineer will leverage their knowledge of cutting-edge technologies to contribute to HP's technical knowledge portfolio and will be expected to provide solutions based on their experiences with customer engagements.

Responsibilities

• Provide best-in-class remote engineering support diagnoses for customers.
• Maintain effective customer relationships to ensure satisfaction and resolution of technical issues.
• Implement technical solutions in accordance with agreed designs and processes.
• Resolve technical issues remotely and provide proactive notifications.
• Integrate with different departments to deliver complete solutions to customers.
• Trigger onsite interactions if issues cannot be resolved remotely.
• Lead the implementation of new tools and technologies for future readiness.
• Provide ongoing ideas for improvement in remote engineering.
• Provide on-call after-hours support based on a rotation schedule.

Requirements

• Excellent verbal and written communication skills for customer interaction.
• Experience in a customer-facing role such as onsite or remote support.
• Advanced knowledge of software and hardware related to computing, storage, and peripheral devices.
• Ability to analyze issues and develop corrective action plans.
• Experience in high-pressure situations and understanding customer needs.
• Ability to produce clear customer documentation and translate technical details into easy-to-follow steps.
• High School Diploma; College Degree in a technical field preferred; typically 8+ years of related work experience.

Nice-to-haves

• Experience with predictive maintenance systems.
• Familiarity with HP products and services.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off