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.

Key Responsibilities

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 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.

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.

4) 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.

5) 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. 

6) 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.).

Core Competencies

• 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.

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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 applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"