Role Summary The Tier 4 Software Customer Assurance Engineer is a technical escalation owner for HP PageWide Web Press customer incidents and systemic reliability issues, with deep expertise spanning press compute platforms, networking/connectivity, and print electronics/press subsystems. This role resolves complex, cross-domain problems quickly to restore customer production, drives root cause and prevention, and partners closely with internal engineering (R&D;) and service teams(GSBCS) to reduce recurrence. Tier 4 work includes managing elevated tasks, performing remote diagnostics and (when required) customer site support, and leading mitigation of top issues through trend analysis and continuous improvement. Key Responsibilities 1) Tier 4 Escalation Ownership & Resolution * Own and drive resolution of Tier 4 elevated tasks/incidents, collaborating with Tier 1-3 support, Field Service, and partners to restore press operations. * Provide remote diagnostics and troubleshooting using logs, press state reports, and system data; request/clarify missing data and direct next steps.
* For critical/press-down situations, provide timely technical leadership, clear status updates, and structured escalation as required by process. 2) Compute/network & OS / Software Environment Expertise * Troubleshoot and resolve issues involving press compute stacks (server hardware, OS images/bundles, virtualization/containers where applicable, storage, performance, diagnostics). * Diagnose and resolve connectivity, remote access, firewall/VPN, routing/DNS and other network-related issues impacting press operations, serviceability, and tooling. * Create clear, customer-ready technical guidance for network prerequisites and collaborate with service/account teams to unblock access. 4) Print Electronics & Press Subsystem Troubleshooting * Lead complex investigations spanning print electronics, press control subsystems, and integration points (e.g., electrical/control cabinet behaviors, sensors
📌 PWI Customer Assurance SW Engineer (Barcelona)
🏢 HP
📍 Barcelona