{"id":1716450,"url":"https://alion.io/job/hewlett-packard-advanced-technical-support-ats-engineer","title":"Advanced Technical Support (ATS) Engineer","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Alpharetta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65600,"max":101000,"currency":"USD","period":"year","gross":null,"usd_annual":101000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-02T18:43:55Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-10T23:16:49Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Advanced Technical Support (ATS) EngineerDescription -\nThe DesignJet Advanced Technical Support (ATS) Engineer provides advanced technical support for HP DesignJet products and solutions. This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues.\nThe engineer serves as an escalation resource for frontline support teams, partners, and customers; collaborates with product and engineering teams when deeper investigation is required; and shares technical knowledge that improves issue resolution, service quality, and customer experience.\nKey Responsibilities\nAdvanced Technical Support & Escalation Resolution\nOwn and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows\nUse diagnostic tools, logs, service documentation, and structured troubleshooting methods to isolate root cause and restore operation\nEngage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution\nEscalate product defects and unresolved technical issues to engineering through established support processes\nCase Management & Service Quality\nManage assigned escalations from intake through closure with clear ownership, urgency, and customer focus\nMaintain accurate case documentation, troubleshooting history, action plans, and customer communications\nMeet established response, update, and resolution expectations while identifying risks that require additional support\nContribute to case reviews and service-quality improvement activities\nTechnical Readiness & Continuous Improvement\nSupport service readiness activities for new products, firmware, software, and service updates\nValidate troubleshooting procedures, service documentation, tools, and field repair guidance\nIdentify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes\nShare lessons learned and technical best practices with support teams and service partners\nCustomer & Partner Support\nProvide advanced technical guidance to customers, channel partners, field engineers, and internal support teams\nCommunicate technical findings, action plans, risks, and resolution status clearly to technical and nontechnical audiences\nSupport critical customer situations and deployments when advanced DesignJet expertise is required\nProduct & Engineering Collaboration\nCollaborate with product, firmware, software, and engineering teams on difficult or unresolved technical issues\nCollect and provide complete technical evidence for defect investigation and corrective action\nParticipate in product supportability reviews, field validation, and New Product Introduction activities as assigned\nProvide field feedback that helps improve product quality, reliability, diagnostics, and serviceability\nField & Deployment Support\nProvide remote and onsite technical support for installations, deployments, and complex field issues as needed\nCoordinate with field service, logistics, partners, and internal teams to complete technical actions\nTravel to customer or partner locations when advanced troubleshooting or recovery support is required\nQualifications\n5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems\nStrong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows\nDemonstrated ability to diagnose and resolve complex, cross-domain technical issues\nExperience using service tools, technical documentation, logs, and structured troubleshooting methods\nStrong written and verbal communication skills with a customer-focused approach\nAbility to work independently and collaborate effectively across support, field, partner, and engineering teams\nAssociate degree in a technical field or equivalent practical experience\nSuccess Profile\nThe ideal candidate is:\nA hands-on technical expert who enjoys diagnosing and resolving difficult problems\nA disciplined case owner who follows issues through to verified resolution\nA clear communicator who can translate complex technical findings into practical next steps\nA collaborative, customer-focused professional who actively shares knowledge\nWhy This Role Matters\nThis position is essential to resolving the most complex DesignJet support issues, strengthening technical capability across the support network, and delivering a consistent, high-quality service experience for customers and partners.\nImpact & Scope\nImpacts 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.\nComplexity\nResponds to moderately complex issues within established guidelines.\nSalary\nThe pay range for this role is $65,600 to $101,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.\nBenefits:\nHP offers a comprehensive benefits package for this position, including:\nHealth insurance\nDental insurance\nVision insurance\nLong term/short term disability insurance\nEmployee assistance program\nFlexible spending account\nLife insurance\nGenerous time off policies, including;\n4-12 weeks fully paid parental leave based on tenure\n11 paid holidays\nAdditional flexible paid vacation and sick leave (US benefits overview)\nThe compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.\nDisclaimer\nThis 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.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (United States of America)Travel -\n25%Relocation -\nNoEqual Opportunity Employer (EEO)-\nHP, 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).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":7130,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Equity","Health insurance","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T18:43:55Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.847,"p_room":0.9,"age_days":7,"expected_fill_days":14,"reasons":["conf:1","velocity","win:mid","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":{"stated_usd_annual":101000,"is_top_pay":true},"html_url":"https://alion.io/job/hewlett-packard-advanced-technical-support-ats-engineer","json_url":"https://alion.io/job/hewlett-packard-advanced-technical-support-ats-engineer.json","meta":{"generated_at":"2026-10-11T03:46:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1847,"day_limit":5000,"remaining_today":3153,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhewlett-packard-advanced-technical-support-ats-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhewlett-packard-advanced-technical-support-ats-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhewlett-packard-advanced-technical-support-ats-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hewlett-packard-advanced-technical-support-ats-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhewlett-packard-advanced-technical-support-ats-engineer"}]}