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 general 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, s
📌 3LS Quality Engineer (Madrid)
🏢 HP
📍 Madrid