PWI Customer Assurance SW Engineer

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.

• 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.

• 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.

• 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.

• 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. 

• 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.

• 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.

• 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.).

• 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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