Customer Assurance Software Engineer: Escalation & Reliability

HP; Sant Cugat del Vallès; On-site; EUR 70,000 - 100,000; Full time

Job summary

HP in Spain is seeking a Tier 4 Software Customer Assurance Engineer to own escalations for PageWide Web Press incidents, with deep expertise in compute, networking, and press subsystems. You will drive root cause, perform remote diagnostics, and partner with R&D and GSBCS to prevent recurrence.

The role requires strong problem solving, structured debugging, and clear communication with customers and internal teams, plus willingness to travel up to 25%.

Qualifications

• Bachelor’s Engineering degree (preferably CS) with 4+ years in support.
• Hands-on troubleshooting across compute, networking, and hardware in production.
• Structured debug process: hypothesis, data, isolation, mitigation, prevention.
• Experience coordinating escalations across multiple teams under time pressure.
• Excellent written and verbal communication; can produce customer summaries.

Responsibilities

• Tier 4 Escalation Ownership & Resolution: own and drive resolution of Tier 4 incidents, collaborating with Tier 1–3, Field Service and partners.
• Compute/Network/OS & Software Environment: troubleshoot issues across press compute stacks, networking, and related subsystems.
• Print Electronics & Press Subsystem Troubleshooting: lead investigations spanning electronics, control subsystems and interfaces.
• Problem Management & Prevention: perform trend analysis, define top problems, institute mitigations.
• Customer Centricity & Stakeholder Management: communicate clearly with customers and internal teams with a production-first mindset.

Skills

Troubleshooting

Cross-team collaboration

Structured debugging

Communication skills

Education

Bachelor’s Engineering degree

Job description

HP in Spain is seeking a Tier 4 Software Customer Assurance Engineer to own escalations for PageWide Web Press incidents, with deep expertise in compute, networking, and press subsystems. You will drive root cause, perform remote diagnostics, and partner with R&D and GSBCS to prevent recurrence.

The role requires strong problem solving, structured debugging, and clear communication with customers and internal teams, plus willingness to travel up to 25%.