DataPipeline CA SWDescription -Tier 4 Software Customer Assurance Engineer (HP PWP)Organization: PWP GBU Operations Engineering / Customer AssuranceRole Type: Technical escalation & reliability engineering (customer production environments)Role SummaryThe 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 .

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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 & ResolutionOwn 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 ExpertiseTroubleshoot 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 TroubleshootingLead 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 & PreventionIdentify 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 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 5 years of experience in Support organizationsStrong 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 QualificationsExperience 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 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 -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

📌 DataPipeline CA SW (San Cugat del Vallés)
🏢 HP Global Services
📍 San Cugat del Vallés