SMB Solutions Technical Marketing Engineer

Description -

The SMB Solutions Technical Marketing Engineer (TME) is responsible for end-to-end quality ownership and market readiness of HP SMB Solutions, spanning software-driven solutions, platform integrations, workflows, and value-added services throughout the product lifecycle—from NPI (New Product Introduction) to post-launch and sustaining phases.

This role serves as a critical technical interface between customers, support organizations, R&D, solution partners, and marketing, ensuring solution robustness, issue resolution, and high customer satisfaction in SMB customer environments, where ease of deployment, reliability, and time-to-value are critical.

Key Responsibilities

End-to-End Solution Quality Ownership

• Own and drive SMB Solutions quality readiness starting from early NPI phases through sustaining.
• Partner with R&D and solution architects to influence solution design, validation scope, integration strategy, and deployment readiness.
• Ensure smooth transition of SMB solutions from NPI to Current Products with no quality or support gaps.

Customer Issue Escalation & Resolution

• Lead SMB customer escalations by analyzing end-to-end solution issues, including software behavior, workflow integration, configuration, and environment dependencies.
• Own the technical action plan for customer cases and drive resolution (workaround, mitigation, or permanent fix).
• Provide technical guidance to L2 / ATS / SMB support teams on root cause, resolution approach, and best practices.

Defect, Priority & Risk Management

• Prioritize solution-related defects raised to R&D or partners based on SMB customer impact, business risk, and scalability concerns.
• Act as a strong advocate for SMB market needs, usability, and deployment simplicity.

Validation, Release Readiness & Solution Quality

• Ensure solutions are validated in environments representative of real SMB customer use cases (varied networks, configurations, limited IT resources).
• Validate solution releases, updates, and fixes in collaboration with R&D labs, partners, and solution test teams.
• Drive closed-loop feedback to improve future solution qualification and readiness models.

Documentation, Communication & Enablement

• Create clear and customer-focused closure statements for issues, explaining root cause and solution impact.
• Contribute to release notes, solution documentation, deployment guides, and knowledge articles.
• Communicate solution updates and known issues to Support and internal teams via internal knowledge systems.
• Deliver solution briefings or technical enablement sessions for support, sales, and partner teams as needed.

Continuous Solution Quality Improvement

• Analyze market, field, and support data to identify recurring SMB solution quality trends.
• Collaborate cross-functionally to improve processes, qualification criteria, and solution readiness across the lifecycle.

Qualifications Required

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field (or equivalent experience).
• Hands-on experience with software-based solutions, platforms, or system integrations.
• Experience supporting product quality, technical support, or customer-facing escalations.
• Strong problem-solving skills with the ability to analyze and drive resolution of complex, multi-component solution issues.
• Strong communication skills to explain technical topics clearly to both technical and non-technical stakeholders.
• Experience working in a global, cross-functional environment.

Preferred

• Experience with SMB-focused solutions, workflows, or services.
• Background in printing, imaging, device management, or workflow solutions.
• Experience participating in NPI cycles and transitioning solutions into sustaining support.
• Familiarity with customer support models (L2, ATS, regional support organizations).
• Experience using field data, defect tracking, or release-quality metrics to drive improvements.

Knowledge & Skills

• Solid understanding of solution architectures, system integrations, and release processes.
• Knowledge of SMB IT environments, including networking, deployment constraints, and usability considerations.
• Root cause analysis and structured problem-solving capability.
• Ability to balance customer urgency, business impact, and technical feasibility.
• Strong documentation and knowledge-sharing skills.
• Self-driven mindset with strong ownership and accountability.

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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"