Job SummaryApplies advanced subject matter knowledge to solve complex technical issues and is regarded as a subject matter expert in Digital Press Workflow. Frequently contributes to the development of innovative ideas, methods, and troubleshooting. Works on complex technical problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Acts as a Level 3 expert providing direction and guidance to remote, field, and sales support. Frequently represents the Indigo Services organization to external customers/clients. Exercises significant autonomy within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. May provide training, mentoring, and guidance to cross organization and lower tier employees.Responsibilities
Provide expert-level technical support for complex software issues escalated from lower support tiers with a sense of urgency, ensuring minimal disruption to customer operations
Serve as a subject matter expert (SME) for specific software products, systems, or technologies to cross-functional teams and lower-tier support engineers
Develop and maintain comprehensive knowledge of software architecture, configuration, and integration capabilities
Create and maintain detailed documentation, including knowledge base articles and troubleshooting guides, to aid in issue resolution
Collaborate with product management to prioritize feature enhancements or bug fixes based on customer needs and feedback
Continuously seek opportunities to enhance support processes, streamline workflows, and improve overall customer satisfaction
Provide technical assistance and support to customers remotely for the Remote Support Engineer (RSE) Team as needed
Install, configure, and update software and hardware systems for the RSE Team as needed
Perform system upgrades and maintenance tasks for the RSE Team as needed
Knowledge & Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Experience working with digital presses
Experience working pre-press issues
Experience installing/upgrading server software
Experience troubleshooting network and related connectivity issues
Understanding of color management
Preferred experience with HP Indigo DFE and associated software
Education
Bachelor's degree preferred or equivalent experience required in the technical field
3+ years working experience in related fields desired
Additional information
Join a successful team that works well together, committed to each other, has a deep sense of trust with one another, and cares about each other
Provide a quarterly summary report of DFE escalations, installations accomplished and challenges
Continue with technical training as well as travel to customer sites to install and provide advanced training for customers when needed and commissioned
Able to work a shift that supports customers during the hours of 8am - 8Pm Eastern Time
On call/Standby/Overtime required on a rotation basis to support:
Customer Peak Seasons
EOQ Weekend Support for new installs
Tradeshow support
Holidays coverage
End of the year shut down
HP Holidays
Overtime as needed when dealing with complex and challenging Strategic and Premier accounts regarding machine down situations
Impact & Scope
Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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).
