Role SummaryThe 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 spanningpress 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 Responsibilities1) Tier 4 Escalation Ownership & ResolutionOwn and drive resolution ofTier 4 elevated tasks/incidents, collaborating with Tier 1-3 support, Field Service, and partners to restore press operations.Provideremote diagnostics and troubleshootingusing logs, press state reports, and system data; request/clarify missingdata 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 ExpertiseTroubleshoot and resolve issues involvingpress compute stacks(server hardware, OS images/bundles, virtualization/containers where applicable, storage, performance, diagnostics).Diagnose and resolveconnectivity, remote access, firewall/VPN, routing/DNSand 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 TroubleshootingLead complex investigations spanningprint electronics, press control subsystems,



and integration points(e.G., electrical/control cabinet behaviors, sensors, boards, interlocks, vision/adjacent electronics interfaces).Partner with hardware/WS and R&D; teams for deep root cause and corrective action when defects require engineering fixes.5) Problem Management, Trend Analysis & PreventionIdentify systemic issues throughtrend analysis, define "top problems", and drive mitigations that reduce repeat cases and improve fleet reliability.Produce crisp RCAs, document learnings, and improve knowledge assets/playbooks to accelerate future resolutions.6) Customer Centricity & Stakeholder ManagementEngage professionally with customers and internal stakeholders with a "production-first" mindset: fast containment, clear communication, and durable prevention.Translate technical complexity into actionable choices and risks for non-technical audiences.Required QualificationsBachelor's Engineering degree, preferable computer science, with at least 4 years of experience in Support organizationsStrong hands-on troubleshooting background acrosscompute platforms + networking + hardware/electronics-adjacent systemsin production environments.Ability to perform structured debug:



hypothesis → evidence gathering → isolation → mitigation → prevention.Experience working escalations and coordinating across multiple teams under time pressure.Excellent written/verbal communication; ability to produce customer-ready summaries and internal technical notes.Preferred QualificationsExperience withindustrial equipment, printing systems, or complex electromechanical platforms.Familiarity with Tiered support models and escalation/task workflows (ServiceNow-style task elevation and closure discipline).Exposure to reliability engineering, problem management, and operational excellence methods (Pareto, 5-Why, fault tree, etc.).Core CompetenciesCustomer Centricity:prioritizes restoring production; communicates clearly and respectfully.Systems Thinking:connects compute/network/electronics/press behaviors end-to-end.Execution Under Pressure:decisive containment + disciplined follow-through.Collaboration:effective across Service, Engineering, and Partner organizations.Job -SoftwareSchedule -Full timeShift -No shift premium (Spain)Travel -25%Relocation -Equal Opportunity Employer (EEO) -HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"#J-18808-Ljbffr

📌 Pwi Customer Assurance Sw Engineer (Madrid)
🏢 HP
📍 Madrid