Customer Assurance Software Engineer: Escalation

PWI Customer Assurance SW Engineer Description - 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.

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 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 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.
3. 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.
4. 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.
5. 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.

• 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.

• 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.).

• 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, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by a