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, 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 & Prevention

Identify systemic issues through

trend 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 Management

Engage 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 Qualifications

Bachelor's Engineering degree, preferable computer science, with at least 4 years of experience in Support organizations





Strong hands-on troubleshooting background across

compute platforms + networking + hardware/electronics-adjacent systems

in 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 Qualifications

Experience with

industrial 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 Competencies

Customer 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 - Software

Schedule - Full time

Shift - 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, m

📌 PWI Customer Assurance SW Engineer (San Cugat del Vallés)
🏢 HP
📍 San Cugat del Vallés