DataPipeline CA SW

HP Global Services; Sant Cugat del Vallès; On-site; EUR 70,000 - 95,000; Full time

Job summary

HP Inc. in Spain seeks a Tier 4 Software Customer Assurance Engineer for HP PageWide Web Press production environments. You will own complex escalations, lead remote diagnostics, and coordinate with Tier 1–3 teams to restore press operations.

The role requires deep expertise across compute, networking, OS, and print electronics. You will perform root cause analysis, develop prevention playbooks, and communicate clearly with customers and internal partners to minimize recurrence.

Qualifications

• Bachelor's degree in Engineering, with strong problem-solving skills.
• Experience troubleshooting across compute, networking, and hardware in production environments.
• Proven ability to manage escalations and coordinate across multiple teams.

Responsibilities

• Own Tier 4 escalations and coordinate resolution with Tier 1–3, Field Service, and partners.
• Perform remote diagnostics using logs, state reports, and system data; request missing data as needed.
• Troubleshoot issues across press compute stacks, networking, OS, and storage.
• Lead investigations spanning print electronics and press subsystems, coordinating with hardware/R&D as needed.
• Produce RCAs and knowledge assets to prevent recurrence.

Skills

Troubleshooting

Networking

Hardware debugging

OS & Linux

Communication

Customer escalations

Education

Bachelor's Engineering degree

Tools

ServiceNow

VMware

Linux

Job description

DataPipeline CA SWDescription -Tier 4 Software Customer Assurance Engineer (HP PWP)Organization: PWP GBU Operations Engineering / Customer AssuranceRole Type: Technical escalation & reliability engineering (customer production environments)Role SummaryThe Tier 4 Software Customer Assurance Engineer is a senior 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(IPCS) 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 Responsibilities1) Tier 4 Escalation Ownership & ResolutionOwn 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 ExpertiseTroubleshoot 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 TroubleshootingLead 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 & PreventionIdentify 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 ManagementEngage 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 QualificationsBachelor’s Engineering degree, preferable computer science, with at least 5 years of experience in Support organizationsStrong 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 QualificationsExperience 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 CompetenciesCustomer 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.Job -SoftwareSchedule -Full timeShift -No shift premium (Spain)Travel -Relocation -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 \"