Experteer Overview 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 Ruamp;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 RuD for fixes.
• Identify systemic issues via trend analysis; drive mitigations and document learnings to improve playbooks.
• 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 coordination under time pressure • Excellent written and verbal communication; ability to produce customer-ready summaries and internal no