PWI Customer Assurance SW Engineer (Printing Systems)

Location: Sant Cugat del Valles, Barcelona, Spain

Company

hirify.global develops computing, printing, and related hardware and software products.

What you will do

• Own Tier 4 escalations and drive resolution of complex customer incidents affecting hirify.global PageWide Web Press production.
• Perform diagnostics using logs, press state reports, and system data, and coordinate next steps with Tier 1–3 support, Field Service, partners, and engineering.
• Troubleshoot press compute platforms, operating systems, virtualization or containers, storage, performance, and diagnostic environments.
• Resolve connectivity, remote access, firewall, VPN, routing, and DNS issues affecting press operations and serviceability.
• Investigate print electronics, press control subsystems, sensors, boards, interlocks, vision, and adjacent electronics interfaces.
• Lead root-cause analysis, trend analysis, mitigation, knowledge-base improvements, and reliability initiatives.

Requirements

• Bachelor’s degree in engineering, preferably computer science.
• At least 4 years of experience in support organizations.
• Hands-on troubleshooting experience across compute platforms, networking, and hardware- or electronics-adjacent systems in production environments.
• Ability to apply structured debugging from evidence gathering and isolation through mitigation and prevention.
• Experience managing escalations and coordinating multiple teams under time pressure.
• Strong written and verbal communication skills, including customer-ready technical summaries and internal documentation.

Nice to have

• Experience with industrial equipment, printing systems, or complex electromechanical platforms.
• Familiarity with tiered support models and escalation workflows.
• Exposure to reliability engineering, problem management, Pareto analysis, 5-Why, or fault-tree analysis.

Culture & Benefits

• Full-time employment.
• Production-first customer support focused on fast containment, clear communication, and durable prevention.
• Collaboration across Service, Engineering, R&D, and partner organizations.
• Approximately 25% travel.