Description -
The HP AM SW and Data team, a division within the R&D and Technology Lab, is tasked with overseeing worldwide software and data products as outlined by product management. This team collaborates closely with Product Management, R&D teams, Customer Assurance, and customers to ensure excellence in product development and delivery, as well as proactively addressing field issues and customer cases.
The primary responsibility of the HP AM- SW & Data Advanced Support Engineer is to provide expert support for our customers. This role is integral to the team, focusing on the following core areas:
Taking ownership of the rapid resolution for the most complex and high-impact technical escalations that cannot be addressed by frontline support teams.
Empowering frontline teams through a shift-left approach, utilizing insights gained from escalations to implement practical improvements, thereby enhancing the customer experience and reducing support costs.
Developing service engineers to elevate the quality, speed, and effectiveness of escalation handling.
Act as the primary point of contact for resolving advanced technical issues that require specialized expertise.
Collaborate with Product Management, R&D, Customer Assurance, and external customers to drive continuous improvement in product development and support.
Facilitate knowledge transfer and continuous learning within the support organization and the SW&Data team.
Implement strategies to improve customer satisfaction and support efficiency.
A degree in Software Engineering and a minimum of 5-10 years of relevant work experience are required.
Substantial technical background with over 5 years of experience in software and data technologies or a similar technological environment.
Exceptional communication skills in all directions (360 degrees), which is critical for the unique demands of this position. Proficiency in English at a fluent level is required.
Demonstrated leadership, change management, and the ability to influence outcomes. The candidate should understand business priorities and be capable of driving plans and actions to completion, even without direct control over all involved parties.
Strong troubleshooting and analytical abilities, including the capability to translate customer-reported symptoms into product issues and to define clear action plans for resolution.
A customer-centric approach, with a deep understanding of customer perceptions and a commitment to accelerating issue resolution and enhancing the overall customer experience.
GBU Entity
Job -
SoftwareSchedule -
Full timeShift -
No shift premium (Spain)Travel -
Relocation -
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).
Please 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.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"