Production Pro Technical Lead

1) Advanced Escalation Ownership (Tier 3 / Tech Group) • Provide expert-level technical support for complex software/workflow issues escalated from lower support tiers, using advanced troubleshooting techniques to diagnose and resolve intricate problems. • Lead efforts to reproduce, isolate, and resolve defects or systemic workflow failures; produce engineering-ready escalation packages and coordinate with cross-functional stakeholders through resolution. • Handle critical or high-impact incidents with urgency to minimize disruption to customer production. 2) Workflow and Color Management Subject Matter Expert (SME) • Serve as the technical authority for Production Pro workflows, including customer job submission, workflow integration points, and operational best practices. • Act as the go-to SME for color management and related tooling and escalations; support and guide others on best practices, deployment considerations, and issue resolution. • Provide consultative guidance for customer environments using Direct-To-Finish integrations; help set support expectations when configurations introduce support constraints or require vendor-installed components. 3) Technical Leadership and Mentorship • Provide guidance and mentorship to other support engineers and tech leads;assistwith skill development and knowledge transfer across the DFE support organization. • Serve as a technical liaison between the support team and other departments,facilitatingcommunication and collaboration on cross-functional initiatives. • Participate in customer-facing technical meetings, providing expert recommendations and credible technical leadership. 4) Knowledge Capture, Documentation, and Enablement • Create andmaintaindocumentation to reduce repeat escalations and scale institutional knowledge. • Contribute to and/or deliver internal training content for DFE topics consistent with the team's established training hub model. 5) Continuous Improvement and Product Feedback Loop • Identifytrends from escalations and customer feedback; recommend process improvements and collaborate with product management and engineering to advocate for customer needs and prioritize fixes/enhancements. • Drive continuous improvement initiatives to enhance support processes,optimizeworkflows, and improve customer satisfaction.

• Hands-onexpertisewith HP Production Pro in production customer environments. • Experienceadvising onsupport boundaries when vendor-only components or unsupported configurations are involved. • Ability to mentor and uplift broader team capability via training assets and structured knowledge sharing.

HP offers a comprehensive benefits package for this position, including: •

Production Pro Technical Lead Description - Position Summary The DFE Tech Group - Production Pro Technical Lead provides expert-level technical leadership for HP Indigo Digital Front End (DFE) solutions supporting Commercial & Labels & Packaging customers. This role serves as the primary regional escalation point and subject matter expert for HP PrintOS Production Pro Commercial & Labels & Packaging workflows and advanced prepress integrations. The role partners cross-functionally with internal support teams, product/engineering, and external vendors (as needed) to resolve complex customer-impacting issues, improve supportability, and scale knowledge through documentation and training. Key Responsibilities 1) Advanced Escalation Ownership (Tier 3 / Tech Group) • Provide expert-level technical support for complex software/workflow issues escalated from lower support tiers, using advanced troubleshooting techniques to diagnose and resolve intricate problems. • Lead efforts to reproduce, isolate, and resolve defects or systemic workflow failures; produce engineering-ready escalation packages and coordinate with cross-functional stakeholders through resolution. • Handle critical or high-impact incidents with urgency to minimize disruption to customer production. 2) Workflow and Color Management Subject Matter Expert (SME) • Serve as the technical authority for Production Pro workflows, including customer job submission, workflow integration points, and operational best practices. • Act as the go-to SME for color management and related tooling and escalations; support and guide others on best practices, deployment considerations, and issue resolution. • Provide consultative guidance for customer environments using Direct-To-Finish integrations; help set support expectations when configurations introduce support constraints or require vendor-installed components. 3) Technical Leadership and Mentorship • Provide guidance and mentorship to other support engineers and tech leads;assistwith skill development and knowledge transfer across the DFE support organization. • Serve as a technical liaison between the support team and other departments,facilitatingcommunication and collaboration on cross-functional initiatives. • Participate in customer-facing technical meetings, providing expert recommendations and credible technical leadership. 4) Knowledge Capture, Documentation, and Enablement • Create andmaintaindocumentation to reduce repeat escalations and scale institutional knowledge. • Contribute to and/or deliver internal training content for DFE topics consistent with the team's established training hub model. 5) Continuous Improvement and Product Feedback Loop • Identifytrends from escalations and customer feedback; recommend process improvements and collaborate with product management and engineering to advocate for customer needs and prioritize fixes/enhancements. • Drive continuous improvement initiatives to enhance support processes,optimizeworkflows, and improve customer satisfaction. Required Qualifications • Demonstrated experience providing advanced technical support for complex software/workflow environments, including structured troubleshooting, root-cause analysis, and cross-team coordination. • Strong working knowledge of DFE / prepress production workflows and the ability to translate technical details into clear customer guidance. • Proven ability to document solutions and create reusable knowledge assets (KB articles, guides, troubleshooting playbooks). • Excellent verbal and written communication skills; professional presence in customer and internal stakeholder interactions. • Ability to travel occasionally, as needed, to support customer engagements, deliver advanced technical training,assistwith DFE system deployments, or troubleshoot complex issues thatbenefitfrom an on-site presence. Preferred Qualifications (strongly aligned to the backfill) • Hands-onexpertisewith HP Production Pro in production customer environments. • Experienceadvising onsupport boundaries when vendor-only components or unsupported configurations are involved. • Ability to mentor and uplift broader team capability via training assets and structured knowledge sharing. Scope / Interfaces • Works closely with DFE support engineers across tiers and partners with product management and engineering to drive outcomes on high-impact issues and systemic improvements. • Acts as a key escalation interface for DFE customers and internal stakeholder teams during critical incidents and workflow assessments. Success Measures (first 6-12 months) • Establishes durable, distributed coverage, escalations, and workflow ownership. • Creates or refreshes a durable set of DFE knowledge assets to reduce repeat escalations and increase team self-sufficiency. • Demonstrates effective cross-functionalescalationleadership through clear problem statements, reproducible cases, and high-quality engineering handoffs. The pay range for this role is$83,000to$127,800USD 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. Job - Services Schedule - Full time Shift - No shift premium