Description -

The 3LS Engineer is the highest technical escalation authority, partnering with R&D, ODMs, vendors, and product engineering teams to resolve the most complex and business-critical issues escalated from global customer support organizations.

This role requires expert-level capability in system-level debugging across hardware, operating system, drivers, firmware, and applications. The Principal Engineer drives deep root cause analysis, enforces structured problem-solving methodologies, and delivers scalable, permanent solutions that improve overall product quality and reliability.

Key Responsibilities

• Resolve complex field issues that cannot be addressed by 1st/2nd level support organizations, act as final escalation point

• Lead system-level debugging across hardware, OS, drivers, firmware, BIOS, and applications to isolate root cause

• Utilize advanced debugging techniques including log analysis, crash dump analysis, signal tracing, and performance profiling

• Drive end-to-end root cause analysis and define corrective and preventive actions for systemic issues

• Collaborate cross-functionally with R&D, ODMs, silicon vendors, and external suppliers to resolve design and integration defects

• Support failure analysis and quality engineering teams to identify defect trends and systemic gaps

• Validate hardware, firmware, and software fixes to ensure stability, compatibility, and production readiness

• Document and manage escalations using structured methodologies (8D, RCA reports, defect tracking systems)

• Influence product design, firmware behavior, and driver implementation based on field learnings

• Mentor senior engineers and establish best practices for debugging, escalation handling, and knowledge sharing

Required Skills

• Advanced diagnostic and analytical skills for complex, cross-domain technical issues

• Expert use of debugging tools: WinDbg, Windows Performance Analyzer (WPA).

• Strong experience troubleshooting PC hardware and platform-level issues (CPU, memory, storage, I/O, thermal)

• Deep understanding of system architecture: BIOS/UEFI, OS internals, drivers, firmware interactions

• Proficiency in Windows internals: services, registry, event tracing, PowerShell, command-line tools

• Ability to independently lead investigations with minimal direction

• Strong written and verbal communication skills for both technical and executive audiences

• Ability to operate effectively under high-pressure, high-ambiguity conditions

Education & Experience

• Bachelor’s or Master’s degree in Industrial, Manufacturing, Electrical, Electronics Engineering, or a related discipline (or equivalent practical experience).

• 5+ years of progressive experience in quality engineering, quality systems, reliability engineering, in system debugging, enterprise support, or platform engineering or related fields.

• Demonstrated experience operating at a principal or enterprise‑level scope, influencing strategy beyond a single product or team

• Experience working with OEM/ODM ecosystems and silicon vendors

• Certifications such as Microsoft Windows Client/Server, CompTIA A+, or equivalent

• Experience analyzing system logs, telemetry data, and kernel/user-mode dump files

The pay range for this role is $105,050 to $130,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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"