Technical Escalation Engineer – Print and Cloud Solutions

ABOUT USWith over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

JOB DETAILSThis role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders.

Imagine being the calm in the storm when technical complexity rises, the specialist who steps forward when everyone else steps back. At Apogee - an HP company and leading Workplace Services Provider - we empower organisations to work smarter and achieve more, and your expertise could be the difference that turns a challenge into a success story!

We are searching for a Post-Sales Escalation Engineer who thrives in dynamic environments, enjoys solving complex issues, and takes clear pride in exceptional customer experience. Think of yourself as the trusted guide in a world where hybrid tech stacks, cloud solutions, and productivity-critical environments meet. If you love being hands-on, delight in deep technical challenges, and can bring clarity where others see chaos, this is your arena.

What you will be doing
You will:
• Partner with customers operating across varied IT landscapes, including Azure and hybrid cloud ecosystems
• Provide expertise across cloud and on-prem print and scan management solutions
• Own high-priority escalations end-to-end, ensuring customers feel supported and confident at every step
• Troubleshoot complex issues via remote tools, diving deep into server, infrastructure, and networking layers
• Work alongside vendors, Technical Helpdesk teams and internal stakeholders to drive resolution and enhance customer outcomes
• Champion best practice, process discipline, and continual service improvement
• Communicate with clarity, empathy, and confidence in high-profile customer touchpoints

This role is fully remote with client meetings across Mid - South UK. Attendance at our offices is required periodically for team meetings and training.

SKILLS AND EXPERIENCE REQUIRED• Proven experience supporting enterprise print management solutions such as PaperCut (including Hive), Control Suite, uniFLOW, Printix, SafeCom, YSoft, and similar platforms
• Strong understanding of networking, Active Directory, server infrastructure and cloud platforms
• A steady hand under pressure - meeting SLAs, managing competing priorities, and staying methodical when stakes are high
• Superb communication and customer-facing skills - because even the smartest fix loses value if it is not clearly and calmly explained
• A mindset grounded in ownership, curiosity, and team contribution

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

BENEFITS
Flexible working options
33 days holiday including bank holidays
Holiday purchase scheme
Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
2 paid days off per year for voluntary work to support our local communities
Staff Reward Scheme
Pension scheme
Life assurance 4 x salary
Sponsorship for professional development and memberships
Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
Mental health first aider support programme
Cycle2work scheme
Discounted Gym Membership
Eye care voucher scheme
Free flu vaccinations
Employee social events and recognition activities throughout the year
HP Employee discount programmes
Mobile phone discountsWHY JOIN APOGEEAt Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on (phone number removed) – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Our application form is quick and easy – no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly