Support Engineer

HP France

HP remote support engineer diagnosing complex computing, storage, and peripheral-device issues for North American customers. Providing technical resolutions, documentation, and onsite dispatch handoffs from Tlaquepaque.

Posted 8/4/2026full-timeTlaquepaque • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and remote troubleshooting skills, with advanced knowledge of software and hardware for computing, storage, and peripheral devices. Capable of producing clear customer documentation and effectively communicating technical details to ensure customer satisfaction.

Highest-signal resume keywords

Remote Technical SupportCustomer Service ExperienceAnalytical SkillsTechnical DocumentationFluency in English

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Remote TroubleshootingTechnical DiagnosisSoftware KnowledgeHardware KnowledgeCustomer Documentation

Soft Skills

Verbal CommunicationWritten CommunicationConsulting SkillsAbility to Perform Under PressureCustomer Relationship Management

Industry Keywords

Customer SatisfactionTechnical SolutionsEnd-to-End Customer SolutionsField Support EngineersTechnical Knowledge Portfolio

About the role

Key responsibilities & impact

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

What you’ll need

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 management
Consulting skills including questioning, listening, and development of ideas
Ability to perform under high-pressure situations
Ability to understand customer needs and set priorities
Ability to produce customer documentation and translate technical details into concise, easy-to-follow steps

Benefits

Comp & perks

Standby After-Hours support based on a rotation schedule
Equal employment opportunity
No shift premium (Mexico)