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. 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 Responsibilities1) 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 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 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/

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