- Provide engineering remote support diagnoses for external and internal customers
- Create and maintain effective customer relationships to ensure customer satisfaction
- Resolve technically complex malfunctions firsthand
- Maintain knowledge of leading-edge technologies and contribute to HP's technical knowledge portfolio
- Remotely collect and manage information and translate customer symptoms into product issues
- Implement technical solutions according to agreed technical designs and Remote Technical Support processes
- Resolve technical issues from end-user contacts and proactive notification systems
- Integrate with different company departments to provide complete end-to-end customer solutions
- Trigger onsite interaction, parts dispatch, or field dispatch when issues cannot be fixed remotely
- Diagnose issues and identify parts for handover to Field Support Engineers
- Provide ideas for improving remote engineering support
- Integrate technical knowledge and business understanding to create customer solutions
- Provide standby after-hours support on a rotation,



covering at least one shift each month for 24x7 and 18x6 customer entitlements
- Produce customer documentation and translate technical details into concise steps
- Collaborate as part of a team using a ONE TEAM ONE GOAL approach

Requirements
- High School Diploma required; college degree in a technical field preferred
- Minimum three (3) years of customer service experience in remote, onsite, or similar support
- Fluency in English / advanced English
- Strong analytical and remote troubleshooting skills
- Advanced software and hardware knowledge of computing, storage, and peripheral devices
- Sufficient technical depth and breadth to independently perform remote technical support
- Ability to analyze issues and develop and implement corrective action plans
- Excellent verbal and written communication skills
- Customer-facing experience valued
- Ability to communicate confidently with internal manag

📌 Remote Support Engineer: Advanced Troubleshooting (San Pedro Tlaquepaque)
🏢 Jobtailor
📍 San Pedro Tlaquepaque