Insight Global is seeking a highly skilled and customer-focused Display Engineer to join the customer support team at one of our clients in Spring, Texas. This role is pivotal in managing complex escalations, supporting software and hardware diagnostics, and collaborating across various teams to deliver high-quality display solutions. The ideal candidate will be a technical expert with strong communication skills and a proactive approach to problem-solving in both pre-sale and post-sale environments.
Key Responsibilities
Escalation Management: Lead or support 3rd-level (3LS)/Sales escalations involving display hardware, firmware, and integration issues. Collaborate with quality, ODM, and customer support teams to resolve issues.
Customer Engagement: Serve as a technical liaison in special-case customer interactions, ensuring alignment across internal teams before direct communication. Provide expert input on feasibility and workaround strategies for customer-specific needs.
Software Support: Assist in testing, and deployment of solutions, including remote solutions via Intune/SCCM. Support manageability tools like HP Display Manager and HP Connect.
Cross-functional Collaboration: Work closely with quality, and engineering teams to help with escalation processes, and issue ownerships.
Field Support Coordination: Evaluate and recommend on-site engineering support for critical customer visits. Coordinate with ATS [Advanced Technical Support], 3LS, and sales teams to ensure readiness and alignment.
Documentation & Reporting: Maintain detailed records of escalations, resolutions, and customer feedback through Sudden Impact. Contribute to internal knowledge bases and training materials.
Compensation: $35.00-45.00/hr
Exact compensation may vary based on several factors, including, but not limited to skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave as required by the applicable law of the worksite location.
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Bachelors degree in Electrical Engineering, or Computer Engineering, or related field.
5+ years of experience in display technologies, firmware, and/or hardware support.
Strong understanding of display protocols (e.g., DisplayPort, HDMI, USB c, Thunderbolt), embedded systems, display compatibility, firmware update mechanisms, and understanding of modern workplace setup (ex. PC to dock to display)
Excellent troubleshooting skills and ability to work under pressure in a fast-paced environment.
Strong written and verbal communication skills; ability to explain complex technical issues to non-technical stakeholders.
Willingness to travel occasionally for customer support or site visits.
Experience with enterprise deployment tools (e.g., Intune, SCCM)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.