Indigo Hardware – Remote Support Engineer
Description -
About the Role
We are looking for a highly skilled and service-oriented 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 Root Cause Analysis (RCA), and reducing field dispatches.
This role is supporting clients in North America hence fluency in English is a must.

Key Responsibilities
- Active Remote Resolution
Deliver end-to-end technical support using remote diagnostic tools.
Resolve 78% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation.




- Customer Engagement & Success
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.
- Deep Technical Analysis & RCA
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.
- Cross-Functional Collaboration
Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams.
Ensure diagnostic accuracy and quality handover for field visits.
- Remote Enablement & Shift Left Execution
Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers

📌 Indigo Hardware – Remote Support Engineer (San Pedro Tlaquepaque)
🏢 HP..
📍 San Pedro Tlaquepaque