Tier 4 Software Customer Assurance Engineer (HP PWP)

Location: Sant Cugat del Valles, Barcelona, Spain

Company

hirify.global develops and supports PageWide Web Press systems and related software, hardware, and customer production solutions.

What you will do

• Own Tier 4 escalated tasks and incidents, coordinating with Tier 1–3 support, Field Service, partners, and internal engineering to restore press operations.
• Perform remote diagnostics using logs, press state reports, and system data, and lead technical communication during critical press-down situations.
• Troubleshoot press compute stacks, server hardware, operating system images, virtualization or containers, storage, performance, and diagnostics.
• Resolve connectivity, remote access, firewall, VPN, routing, and DNS issues and create customer-ready network guidance.
• Lead investigations across print electronics, press control subsystems, sensors, boards, interlocks, vision, and adjacent electronics interfaces.
• Identify systemic issues through trend analysis, produce root-cause analyses, improve playbooks, and drive mitigations that increase fleet reliability.

Requirements

• Bachelor’s degree in Engineering, preferably Computer Science, and at least 5 years of experience in support organizations.
• Strong hands-on troubleshooting experience across compute platforms, networking, and hardware- or electronics-adjacent production systems.
• Ability to debug systematically through hypothesis, evidence gathering, isolation, mitigation, and prevention.
• Experience handling escalations and coordinating across multiple teams under time pressure.
• Excellent written and verbal communication skills, including the ability to create customer-ready summaries and internal technical notes.

Nice to have

• Experience with industrial equipment, printing systems, or complex electromechanical platforms.
• Familiarity with tiered support models and escalation workflows such as ServiceNow-style task elevation and closure.
• Exposure to reliability engineering, problem management, and operational excellence methods including Pareto analysis, 5-Why, and fault-tree analysis.

Culture & Benefits

• Full-time employment in Spain with no shift premium.
• Production-first customer support focused on fast containment, clear communication, and durable prevention.
• Cross-functional collaboration across Service, Engineering, R&D, and partner organizations.
• Equal employment opportunity is provided without discrimination on protected characteristics under applicable law.