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.).