# PWI Customer Assurance SW Engineer at HP

AI Level 1, AI centrality 0 out of 100. Sant Cugat del Valles, Barcelona, Spain.

## Details

- Company: [HP](https://jobsbylevel.com/companies/hp)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Sant Cugat del Valles, Barcelona, Spain
- Posted: October 7, 2026
- Apply: https://jobsbylevel.com/go/a5e4e79f-9885-476f-9461-1943f874aab1

## Description

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

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