Description

Workforce Solutions (WS) is a new global business unit that brings together all commercial services teams across HP under one leader with a goal of providing a comprehensive portfolio of compelling services and solutions to our enterprise, mid-market, and even, in partnership with our strategic channel partners, to the SMB segment. Our goal is to enable CIOs to optimize the IT experience of their workforce while balancing other business pressures of affordability and risk. HP’s core strengths in personal systems and computing, printing and document workflows, and advanced collaboration solutions provide the foundation from which we will expand our services portfolio. Our passion for our customer and our employees will be our differentiation. 

We have organized the P&L across three Service Lines, each representing a critical portfolio and business model.  Lifecycle Services represents our core device-centric services.  Managed Solutions represents our growing portfolio in integrated solutions and managed services that bring together hardware, software, HP and third-party capabilities. Our final strategic Service Line is focused on our rapidly growing Software / Digital Services portfolio.

This newly founded division brings together software products and platforms from across HP, including our robust Print, Document and Workflow Management suite, our flagship Workforce Experience platform (WXP), and our overall HP Workplace Central platform which brings the entire software portfolio of HP (and key partners) together under a cloud-native, AI-driven Employee Experience platform. 

Digital Solutions is looking for an experienced customer-facing Technical Support Engineer to support their SW Support team.

You’ll be helping make our customers successful by providing high-quality, efficient support for HP’s WXP. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise.

Responsibilities

 Provide L2/L3 technical support for HP Workforce Experience Platform (WXP) customers, including troubleshooting and resolving issues related to endpoint experience monitoring, AI-driven analytics, and automated remediation tools.

Manage incoming incidents, service requests, and escalations, ensuring timely resolution and customer satisfaction.

Deploy and configure WXP solutions across customer environments, ensuring proper integration with enterprise IT systems.

Proactively monitor customer environments for experience-impacting issues and work to resolve them before they affect end-users.

Assist customers in optimizing their WXP dashboards, automation rules, and AI-driven insights to improve IT efficiency and employee experience.

Collaborate with internal teams, including product engineering and customer success, to relay customer feedback and drive product improvements.

Provide technical guidance and best practice recommendations for customers leveraging WXP’s capabilities.

Document solutions, troubleshooting steps, and best practices in the WXP knowledge base. 

Requirements:

 Strong analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of issues.

Deep understanding of Digital Employee Experience (DEX) solutions and enterprise IT service management.

Detail-oriented, diligent, and able to manage multiple customer issues effectively.

Working knowledge of enterprise network architecture, device performance analytics, and cloud-based IT operations.

Confidence to operate in a customer-facing role, with excellent communication skills.

Ability to work with minimal direction and adapt quickly to new technologies.

The following skills and attributes are a plus:

 Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.

Experience with ITSM tools like Salesforce, endpoint management platforms like Microsoft Intune, or analytics platforms like Splunk.

Familiarity with HP WXP’s AI-driven automation and digital experience monitoring features.

Hands-on experience configuring and optimizing enterprise DEX solutions. 

If you're a customer-focused technical support expert with experience in the HP Workforce Experience Platform (WXP) or similar DEX solutions, we’d love to hear from you!