Indigo Hardware Support Engineer

Responsibilities

Kforce is immediately adding a full-time Digital Printing Press Support Engineer in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Alpharetta, GA. Summary: We are looking for a highly skilled and customer-obsessed Remote Support Engineer to join our Company Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution-delivering operational excellence and shaping the future of remote technical services. Key Responsibilities: Active Remote Resolution:

• Deliver end-to-end technical support using remote diagnostic tools
• Resolve 75% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation
  
  

Deep Technical Analysis & RCA:

• Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement
• Contribute RCA outcomes to the broader technical knowledge base
  
  

Customer Engagement & Success:

• Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics
• Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter
  
  

Cross-Functional Collaboration:

• Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams
• Ensure diagnostic accuracy and quality handover for field visits
  
  

Remote Enablement & Shift Left Execution:

• Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers
  
  

Requirements

• High School diploma/GED or equivalent; College degree in a technical field preferred
• Minimum 3 years in customer-facing technical support (remote or onsite); Experience as press operator or field technician highly preferred
• Previous Indigo Series 2 and 3 experience is preferred
• Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)
• Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency
• Strong written and verbal communication skills; Ability to produce clear, concise technical documentation and guide customers effectively
• Demonstrates -One Team - One Goal- mindset: works well in a matrixed environment with cross-regional, cross-functional teams
• Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution; Actively contributes to strategic improvement projects
• Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.