Additive Manufacturing Customer Assurance Support Engineer

About the role

HP's Additive Manufacturing Customer Assurance organization delivers service to customers across its Additive Manufacturing portfolio. It is looking for a Customer Assurance Support Engineer to resolve the most complex, high-impact product and quality escalations. The engineer acts as the technical authority for escalations beyond frontline support, driving root cause identification, corrective actions and prevention, and influencing upstream improvements in NPI, documentation, training and support.

Key responsibilities

• Own L4 product and quality escalations end-to-end, from intake and triage through root cause, mitigation, corrective actions and closure
• Lead high-severity, high-complexity cases, including multi-customer impact, systemic failures, quality deviations and safety or compliance risks
• Define technical action plans with R&D, Quality, Services and suppliers, and act as final authority on escalation closure criteria
• Orchestrate cross-functional teams (R&D, PQ, CPS, Operations, PM) and represent CA and L4 engineering in escalation forums and stability reviews
• Identify patterns and feed insights into NPI, serviceability, documentation, training and tooling, supporting shift-left strategies
• Support quality and escalation KPIs such as MTTR, recurrence and L4 ratio
• Maintain technical documentation (RCA summaries, best practices, escalation playbooks) and mentor L3 engineers

Required profile

• Bachelor's or Master's degree in Engineering (Mechanical, Electrical, Materials, Software or similar)
• 5-8 years in Product Support, Customer Assurance, Field Service Engineering or related technical roles
• Experience with complex electromechanical systems; Additive Manufacturing experience is a plus
• Demonstrated success leading cross-functional initiatives and technical escalations

Required skills

• System-level troubleshooting and root-cause analysis
• Excellent written and verbal communication, including executive-level updates
• Ability to influence across organizations without formal authority
• Familiarity with Jira, CRM systems, data analysis tools and structured reporting

What we offer

• Full-time position with no shift premium (Spain)
• 25% travel allowance
• No relocation package