# PWI Customer Assurance SW Engineer

**Company**: HP Inc.
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Sant-Cugat-del-Valles-Barcelona-Spain/PWI-Customer-Assurance-SW-Engineer_3168798-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_abf68cca-c03

## Description

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.

**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 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.

**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.).

## Skills

### Required
- compute platforms
- networking
- hardware/electronics
- troubleshooting
- problem management
- communication

### Nice to have
- industrial equipment
- printing systems
- complex electromechanical platforms
- reliability engineering

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Sant-Cugat-del-Valles-Barcelona-Spain/PWI-Customer-Assurance-SW-Engineer_3168798-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)