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As a Tier 4 Software Customer Assurance Engineer, you own complex escalations to restore production for HP PageWide Web Press customers. You work closely with Ru0026amp;D, service teams, and field personnel to drive root cause and prevention. You use deep expertise in press compute, networking, and print subsystems to diagnose and resolve cross-domain issues, including remote diagnostics and on-site support when needed. You influence incident resolution and knowledge sharing to reduce recurrence. This role offers the challenge of tackling high-impact reliability problems in a production environment.
Compensaciones / Ventajas
• Own and drive Tier 4 escalations to restore press operations, coordinating with Tier 1-3, Field Service, and partners.
• Perform remote diagnostics using logs and system data; gather missing information and guide next steps.
• Provide technical leadership during critical outages with timely updates and structured escalation.
• Troubleshoot press compute stacks, OS images, virtualization/containers, storage, and performance diagnostics.
• Resolve connectivity, remote access, firewall/VPN, routing/DNS issues affecting operations and tooling.
• Lead investigations across print electronics and press subsystems; work with hardware/WS and Ru0026D for fixes.
• Identify systemic issues via trend analysis; drive mitigations and document learnings to improve playbooks. xghoner
• Engage customers and stakeholders with a production-first mindset; translate complexity for non-technical audiences.
Responsabilidades
• Bachelor in Engineering
• 4+ years in support roles with hands-on troubleshooting across compute, networking, and hardware/electronics in production environments
• Structured debug methodology: hypothesis, data gathering, isolation, mitigation, prevention
• Experience handling escalations and cross-team
📌 PWI Customer Assurance SW Engineer (San Cugat del Vallés)
🏢 Hewlett-Packard
📍 San Cugat del Vallés
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