This job is with HP, an inclusive employer and a member of myGwork – the largest general platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DataPipeline CA SW Description
- Tier 4 Software Customer Assurance Engineer (HP PWP) Organization: PWP GBU Operations Engineering / Customer Assurance Role Type: Technical escalation & reliability engineering (customer production environments) Role Summary The Tier 4 Software Customer Assurance Engineer is a senior 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(IPCS) 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 5 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
- 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 st

📌 DataPipeline CA SW (Cataluña)
🏢 HP
📍 Cataluña