PWI Customer Assurance SW Engineer Description - 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.
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.Provide remote diagnostics and troubleshooting using logs, press state reports, and system data; 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.Print Electronics & Press Subsystem Troubleshooting Lead complex investigations spanning print electronics, press control subsystems, and integration points (e.electrical/control cabinet behaviors, sensors, boards, interlocks, vision/adjacent electronics interfaces).
Problem Management, Trend Analysis & Prevention Identify systemic issues through trend analysis, define "top problems," and drive mitigations that reduce repeat cases and improve fleet reliability.
Required QualificationsBachelor's Engineering degree, preferable computer science, with at least 4 years of experience in Support organizationsStrong hands?on troubleshooting background across compute platforms + networking + hardware/electronics?Preferred QualificationsExperience with industrial equipment, printing systems, or complex electromechanical p
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