Customer Support Solutions Lead

Customer Support Solutions Lead

Description -

Job Summary
This role is responsible for architecting, leading, and guiding the design, development, and maintenance of customer support applications, that address critical business and user needs. The role will define solution blueprints, oversee implementation, and ensure alignment with enterprise standards, while managing project execution to meet timelines, budgets, and quality expectations. Additionally, the role will proactively identify architectural and delivery risks, implementing mitigation strategies to ensure successful and sustainable outcomes.

Responsibilities

• Provide architectural leadership and technical oversight for the design, development, and implementation of customer support applications, including knowledge management and cross-sell/upsell platforms.
• Lead and mentor a team of software engineers, ensuring alignment with solution architecture, coding standards, and best practices across Java, Elasticsearch, MongoDB, and AWS-based implementations.
• Define product and technical requirements, author epics and user stories, and collaborate closely with Product Owners and Agile teams to deliver against the product roadmap.
• Oversee multiple development streams and workstreams (internal and external), ensuring delivery of scalable, high-performance solutions that meet functional, security, and performance standards.
• Manage technical relationships with outsourced and internal development partners, ensuring consistency, quality, and timely delivery of software solutions.
• Review technical designs, code, and project deliverables to ensure compliance with architectural guidelines, identifying and mitigating risks to delivery and product quality.
• Serve as a domain expert in customer support technologies, providing strategic guidance to cross-functional teams and influencing solution direction for enterprise-scale platforms.
• Drive continuous improvement and innovation by evaluating and integrating emerging technologies, including AI/ML capabilities where applicable, to enhance customer experience and operational efficiency.
• Act as a mentor and coach to junior engineers, fostering technical growth and promoting a culture of knowledge sharing and engineering excellence.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in applications engineering, programming, or a related field.

Preferred Certifications
• Programming Language/s Certification (Java, AWS, AI/ML, or similar)

Knowledge & Skills
• Agile Methodology
• Amazon Web Services
• Angular (Web Framework)
• Application Programming Interface (API)
• Automation
• DevOps
• Full Stack Development
• Java (Programming Language)
• JavaScript (Programming Language)
• Kubernetes

• Elasticsearch
• Microservices
• Software Development
• Software Engineering
• SQL (Programming Language)

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This 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.

Job -

Software

Schedule -

Full time

Shift -

No shift premium (Mexico)

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"