Indigo Hardware Support Engineer

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

• 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

• 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

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

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