Technical Customer Assurance Manager & Engineering

Description -

The Technical Customer Assurance Manager (TCAM) & Engineering job is responsible for proactive account management, escalation leadership, and end-to-end resolution of complex technical issues for Priority Management / CarePack enterprise customers. This role serves as the single point of accountability across support, engineering, supply chain, and services to ensure timely resolution and high customer satisfaction.

Responsibilities

• Should be able to debug complex technical issue from both hardware and software perspective on Workstations, PC's and any other peripherals.

• Own and drive end-to-end resolution of high-impact escalations for strategic enterprise accounts

• Act as single point of accountability across ATS / 3LS / Engineering / Supply Chain

• Provide proactive monitoring and trend analysis (failure patterns, escalation drivers, quality signals)  

• Lead root cause analysis, corrective actions, and post-mortem reviews

• Deliver executive-level communication, reporting, and QBRs

• Collaborate with Sales and account teams to align support strategy

• Support deployments, field stabilization efforts, and product quality initiatives

• Drive continuous improvement actions to reduce repeat issues and customer impact

Education & Experience Recommended

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related technical field (or equivalent experience)

• 7–12+ years of experience in technical support, escalation management, or customer assurance roles

• Proven experience in enterprise customer engagement and post-sales support environments

• Demonstrated ability to lead complex, cross-functional issue resolution across engineering, support, and supply chain teams

• Strong background in technical troubleshooting across hardware, software, and platform-level issues

• Experience in customer-facing roles requiring executive-level communication and reporting

• Experience in working on solving Hardware, software and firmware related issues. Should be proficient with in deciphering logs, analyzer tools and AI proficient.

• Some understanding of supporting Priority Management / CarePack or premium support services preferred

• Exposure to product quality management, root cause analysis, and corrective action programs

• Experience working directly with strategic or large enterprise accounts

• Program or project management experience in a cross-functional delivery environment

Technical & Functional Knowledge

• Strong understanding of PC hardware, software, firmware, and platform architecture

• Knowledge of end-to-end support models (ATS, 3LS, Engineering, Supply Chain, Services)

• Familiarity with product quality processes, root cause analysis, and corrective action.  

• Understanding of enterprise IT environments and deployment model

Escalation Management:
Ability to lead and drive resolution of complex, high-impact technical issues across multiple organizations

• Cross-Functional Leadership:
  Proven ability to coordinate and influence engineering, support, and business teams without direct authority

• Analytical & Problem Solving:
  Strong skills in trend analysis, failure pattern identification, and root cause determination

• Customer Engagement & Communication:
  Ability to communicate effectively with technical teams, business stakeholders, and executive leadership

• Account Ownership Mindset:
  Demonstrates accountability for customer outcomes, issue resolution, and overall service experience

Business & Operational Skills

Ability to align technical issue resolution with business impact and customer priorities
Strong understanding of service delivery models and customer support contracts (e.g., CarePack / Priority Management)
Capability to manage multiple high-priority issues simultaneously in a fast-paced environment

Preferred Skills

Experience with Priority Management / CarePack accounts and engagement models
Familiarity with quality reporting, dashboards, and metrics (failure rates, escalation trends, etc.)
Program or project management experience in complex delivery environments

Complexity
Works on complex technical 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.

The pay range for this role is $105,050 to $161,800 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

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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"