Advanced Technical Support (ATS) Engineer (DesignJet)

Location: Alpharetta, Georgia, United States of America. The role provides remote and onsite support, includes customer or partner travel, and requires approximately 25% travel. Relocation is not offered.

Salary: $65,600–$101,000 USD annually, with additional bonus and/or equity opportunities for candidates in the United States.

Company

hirify.global provides technology products and services, including DesignJet large-format printing systems and related support solutions.

What you will do

• Own complex escalated cases involving DesignJet hardware, firmware, software, drivers, networking, and print workflows.
• Use diagnostic tools, logs, service documentation, and structured troubleshooting to identify root causes and restore operation.
• Coordinate with customers, channel partners, field service, logistics, and internal support teams to validate corrective actions and close cases.
• Escalate defects and unresolved issues to product, firmware, software, and engineering teams with complete technical evidence.
• Support service readiness, product supportability reviews, field validation, and new product introduction activities.
• Provide advanced technical support for installations, deployments, and complex field issues, including onsite recovery when required.

Requirements

• 5+ years of technical support or field service experience with hirify.global DesignJet or comparable large-format printing systems.
• Strong knowledge of printer hardware, firmware, software, drivers, networking, and print workflows.
• Experience diagnosing complex cross-domain technical issues using service tools, logs, documentation, and structured methods.
• Strong written and verbal communication skills with technical and nontechnical audiences.
• Ability to work independently and collaborate with support, field, partner, and engineering teams.
• Associate degree in a technical field or equivalent practical experience.

Culture & Benefits

• Health, dental, and vision insurance.
• Short- and long-term disability, life insurance, employee assistance, and flexible spending benefits.
• Paid parental leave of 4–12 weeks based on tenure.
• 11 paid holidays plus flexible paid vacation and sick leave.
• Work includes customer-focused case ownership, technical knowledge sharing, and collaboration across product and engineering teams.