HP Inc.
Advanced Technical Support (ATS) Engineer
Alpharetta, Georgia, United States of America · Senior · Full-time
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odds of building a lasting career here
Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.
Lottery odds assume a STEM candidate.
Personalize to your clock →H-1B wage level
the lottery is wage-weighted — each level is one more entry
The bottom of this range ($65,600) is below the Level I prevailing wage of $72,509. An H-1B cannot be filed below the prevailing wage, so an offer at the floor of this band could not be sponsored as posted.
Based on the DOL prevailing wage for this occupation and worksite, a base salary of $89,190 would place this position at wage Level II. That figure is within the posted range, and I'd like to target it. This role classifies under "Network and Computer Systems Administrators" for prevailing-wage purposes.
DOL prevailing wage, 2026-27 wage year · Network and Computer Systems Administrators (15-1244) · Atlanta-Sandy Springs-Roswell, GA. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.
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About the role
- This role applies deep product knowledge and structured troubleshooting to resolve complex hardware, firmware, software, driver, connectivity, and workflow issues.
- Impact & Scope Impacts 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.
- Complexity Responds to moderately complex issues within established guidelines.
Responsibilities
- Advanced Technical Support & Escalation Resolution
- Own and resolve complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows
- Escalate product defects and unresolved technical issues to engineering through established support processes
- Manage assigned escalations from intake through closure with clear ownership, urgency, and customer focus
- Maintain accurate case documentation, troubleshooting history, action plans, and customer communications
- Meet established response, update, and resolution expectations while identifying risks that require additional support
- Support service readiness activities for new products, firmware, software, and service updates
- Validate troubleshooting procedures, service documentation, tools, and field repair guidance
- Identify recurring technical issues and recommend improvements to diagnostics, documentation, training, and support processes
- Share lessons learned and technical best practices with support teams and service partners
Requirements
- 5+ years of technical support or field service experience with HP DesignJet or comparable large-format printing systems
- Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows
- Demonstrated ability to diagnose and resolve complex, cross-domain technical issues
- Experience using service tools, technical documentation, logs, and structured troubleshooting methods
- Associate degree in a technical field or equivalent practical experience
- The ideal candidate is:
- Support critical customer situations and deployments when advanced DesignJet expertise is required
Compensation
- The 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.
Benefits
- HP offers a comprehensive benefits package for this position, including:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Flexible spending account
- Life insurance
- Generous time off policies, including
- 4-12 weeks fully paid parental leave based on tenure
- Additional flexible paid vacation and sick leave ( US benefits overview )
- The compensation and benefits information is accurate as of the date of this posting.
Company info
- Engage customers, channel partners, and field service resources to gather evidence, validate corrective actions, and confirm resolution
- Provide advanced technical guidance to customers, channel partners, field engineers, and internal support teams
Equal opportunity
- Workplace Discrimination is Illegal "
- Know Your Rights:
- No Equal Opportunity Employer (EEO) -
- 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 "
Visa & Work Authorization
- ty 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,
This listing is sourced directly from HP Inc.'s careers page and normalized into a canonical job model.