Tier 4 Software Customer Assurance Engineer (PageWide Web Press)

About the role

The Tier 4 Software Customer Assurance Engineer is the technical escalation owner for HP PageWide Web Press customer incidents and systemic reliability issues. The role covers press compute platforms, networking and connectivity, and print electronics and press subsystems, resolving complex cross-domain problems quickly to restore production. It involves remote diagnostics, customer site support when required, and leading mitigation of top issues through trend analysis and continuous improvement.

Key responsibilities

• Own and drive resolution of Tier 4 escalated tasks and incidents, working 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, and give clear status updates during critical situations
• Troubleshoot press compute stacks (server hardware, OS images, virtualization/containers, storage, performance) and network issues (connectivity, remote access, firewall/VPN, routing/DNS)
• Lead investigations of print electronics and press control subsystems, partnering with hardware and R&D teams on root cause and corrective action
• Identify systemic issues through trend analysis, write crisp root cause analyses, and improve playbooks and knowledge assets
• Communicate clearly with customers and internal stakeholders, translating technical complexity into actionable choices and risks

Required profile

• Bachelor's degree in engineering, preferably computer science, with at least 4 years of experience in support organisations
• Hands-on troubleshooting background across compute platforms, networking and hardware/electronics-adjacent systems in production environments
• Ability to debug in a structured way: hypothesis, evidence gathering, isolation, mitigation and prevention
• Experience handling escalations and coordinating across teams under time pressure
• Excellent written and verbal communication, able 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 workflows (ServiceNow-style task elevation and closure)
• Exposure to reliability engineering, problem management and operational excellence methods (Pareto, 5-Why, fault tree)

Job details: full-time position with no shift premium (Spain), travel of 25%, and relocation.