ACS 3LS Quality Engineer - Workstation Products

ACS 3LS Quality Engineer - Workstation Products Description - Job Summary The ACS Third-Level Support (3LS) Quality Engineer serves as a senior technical expert responsible for leading the investigation and resolution of complex customer escalations across HP products and solutions. This role requires deep technical expertise, strong analytical and troubleshooting skills, and the ability to collaborate effectively with engineering, quality, manufacturing, and product management teams. The successful candidate takes end-to-end ownership of critical issues, drives root cause identification and corrective actions, communicates effectively with technical and executive stakeholders, and continuously develops expertise in emerging technologies to deliver exceptional customer outcomes. Responsibilities * Lead the investigation and resolution of highly complex technical issues affecting customers, partners, and business-critical environments. * Own escalated cases from initial engagement through final resolution, ensuring accountability throughout the entire problem-solving process. * Perform advanced troubleshooting using a structured, data-driven approach to isolate root causes and validate solutions. * Partner with engineering, quality, manufacturing, product management, and external vendors to drive corrective actions and long-term solutions. * Build and maintain subject matter expertise in one or more strategic technologies, platforms, or product areas. * Analyze logs, traces, diagnostics, and customer environments to identify systemic issues and trends. * Develop technical recommendations and communicate complex concepts clearly to both technical and non-technical audiences. * Create and maintain detailed technical documentation, investigation findings, and knowledge assets. * Influence cross-functional teams by driving urgency, alignment, and action plans for high-impact issues. * Mentor peers and contribute to the growth of technical capabilities across the organization. * Support global customers and teams, adapting to changing business priorities and urgent customer needs. * Continuously expand technical knowledge through self-directed learning, hands-on investigation, and engagement with emerging technologies. Education & Experience Recommended * Four-year or Graduate Degree in Industrial Engineering, Manufacturing Engineering, Electrical or Electronics Engineering, or any other related discipline or commensurate work experience or demonstrated competence. * Typically has 4-7 years of work experience, preferably in quality assurance, reliability, or a related field or an advanced degree with 3-5 years of work experience. Preferred Certifications/Experience * Red Hat Certified System Administrator (RHCSA) * Cisco Certified Network Associate (CCNA) * VMware Certified Professional (VCP) * Intel and/or AMD Platform Technologies Training or equivalent hardware architecture certification * Linux Professional Institute Certification (LPIC-1 or higher) * Equivalent Microsoft training or demonstrated expertise in Windows troubleshooting, Sysinternals, WinDbg, ETW tracing, performance analysis, and enterprise endpoint management. * Windows Internals * Sysinternals Suite * WinDbg and Crash Dump Analysis * Windows Performance Recorder (WPR) * Windows Performance Analyzer (WPA) * Driver Verifier * ETW (Event Tracing for Windows) * Windows Kernel Debugging * Windows Driver Frameworks (WDF) Knowledge & Skills Advanced troubleshooting and problem-solving skills. Root cause analysis and systems-level debugging. Strong knowledge of hardware, firmware, operating systems, drivers, and enterprise technologies. Ability to interpret logs, traces, and diagnostic data. Excellent written and verbal communication skills. Ability to translate highly technical concepts into clear, customer-focused messaging. Experience communicating with technical experts, business leaders, and executive stakeholders. Strong presentation and documentation capabilities. Strong collaboration and influence across cross-functional teams. Proven ownership, accountability, and customer focus. Effective prioritization, organization, and case management. Continuous learning mindset and ability to rapidly develop technical expertise. Impact & Scope Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. 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. Compensation and Benefits The pay range for this role is $83,000.00 - 120,350.00 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 - Engineering Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No 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"