Description -
Tier 4 Software Customer Assurance Engineer (HP PWP)
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
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.
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.
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.
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.
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 v

📌 Datapipeline Ca Sw (Barcelona)
🏢 HP
📍 Barcelona