Technical Support - Printers

Expected Duration: 12+ months with higher possibilities for extension

Job Type: Contract: 40 hrs/week Payrate – $32 to $37.35/hr on W2

Job Description: Indigo Hardware – Remote Support Engineer

About the Role: We are looking for a highly skilled and customer-obsessed 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 RCA (Root Cause Analysis), and reducing field dispatches.

Key Responsibilities: Deliver end-to-end technical support using remote diagnostic tools. Resolve 75%+ of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation. 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. 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. Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits. Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers. Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression.• After-Hours On-Call Support: Participate in monthly on-call rotation to support customers across global time zones (24x 7 / 18x 6 coverage), ensuring business continuity for critical operations.

Desired Skills & Experience: Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency. Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch. Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively. Demonstrates "

One Team: One Goal" mindset. Works well in a matrixed environment with cross-regional, cross-functional teams. Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects.

Required: High School Diploma or equivalent

Preferred: College Degree in a technical fieldo Minimum 3 years in customer-facing technical support (remote or onsite)o Highly Preferred: Experience with HP Indigo as press operator or field techniciano Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., Service Now)Keywords: Technical Support, Indigo, Printers Seniority level Mid-Senior level Employment type Contract Job function Information Technology IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at BCforward by 2xInferred from the description for this job Medical insurance Vision insurance 401(k)Get notified about new Technical Support Specialist jobs in Alpharetta, GA.Marietta, GA $60,000.00-$70,000.00 2 weeks ago Technical Support Engineer - North America Cumming, GA $80,000.00-$110,000.00 1 week ago Alpharetta, GA $55,000.00-$60,000.00 1 month ago Customer Service Technical Support-ROBOTICSTechnology Support Tech III - IT Customer Service and Support We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.