Description -
(3LS) Support Engineer is strong technical responsible for resolving the most complex and critical issues escalated from Level 1 and Level 2 support. This role demands deep knowledge of Windows systems, drivers, and hardware platforms. You will collaborate with cross-functional teams, including development, QA, and vendors, to provide sustainable solutions and root cause analysis. Strong work ethic, ownership, and the ability to remain calm and decisive under pressure are essential.
Roles & Responsibilities
Resolve complex escalations: Serve as the final escalation point for issues that cannot be resolved by L1/L2 support.
Root cause analysis: Identify underlying causes of recurring problems, propose preventive measures, and implement permanent fixes.
Cross-team collaboration: Partner with product engineering, development teams, and external vendors to resolve bugs, design flaws, or third-party issues.
System & hardware troubleshooting: Diagnose and resolve advanced problems involving Windows OS, drivers, firmware, and enterprise applications.
Knowledge sharing: Create detailed documentation, standard operating procedures (SOPs), and contribute to the knowledge base to empower L1/L2 support.
Testing & validation: Perform system, driver, and firmware testing to validate fixes and ensure solution stability in production environments.
Vendor & customer interaction: Interface with vendors, partners, and customers during escalations; provide clear, professional communication throughout resolution.
Continuous improvement: Identify gaps in processes, tools, or training and propose improvements to enhance efficiency across the support organization.
Key Skills
Technical Proficiency:
Advanced Windows internals (services, registry, Event Viewer, PowerShell/CMD).
Hardware troubleshooting for notebooks, desktops, workstations, and peripherals (docks, displays, etc.).
Driver and firmware operations, validation, and update processes.
Analytical & Problem-Solving: Strong diagnostic skills to analyze complex technical issues and implement root cause resolutions.
Debugging Expertise: Hands-on experience with tools such as Wireshark, Windows Performance Analyzer (WPA), and WinDbg.
Scripting & Automation: Proficiency in PowerShell or Python for automation, log analysis, and validation tasks.
Communication: Clear and concise technical writing and the ability to explain complex topics to technical and non-technical audiences.
Work Ethic & Ownership: Demonstrated reliability, accountability, and ability to manage high-pressure escalations.
Education & Experience Recommended
• Four-year or Graduate Degree in Mechanical Engineering, Electrical Engineering, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
• 10+ years of work experience, preferably in engineering design, engineering design tools and software packages, or a related field.
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.
Complexity
• Provides highly innovative solutions to complex problems within established policy.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
he pay range for this role is $130,700 to $205,200 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.
Job -
EngineeringSchedule -
Full timeShift -
No shift premium (United States of America)Travel -
25%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"