FW Technical Marketing Engineer

Customer Escalation & Issue Resolution

• Lead customer escalations by isolating precise root causes of FW/SW/driver/network/security related issues.
• Own the technical action plan for customer cases and manage them through resolution (relief, workaround, or permanent fix).
• Provide technical consultation to L2 / ATS / Support teams regarding root cause, resolution approach, and fix details.

Defect & Priority Management

• Prioritize defects submitted to R&D or partners based on severity, customer impact, and business risk.
• Act as a strong advocate for customer and market needs to ensure timely attention and resolution.

Validation, Fix Readiness & Release Quality

• Ensure fixes are appropriately tested under conditions close to real customer environments to minimize regression risks.
• Validate FW/SW fixes, patches, and releases in collaboration with R&D labs or partners.
• Drive closed‑loop feedback to improve test coverage and qualification gaps in future releases.

Documentation, Communication & Enablement

• Provide clear and professional closure statements explaining root cause and resolution.
• Document issue symptoms and solutions in release notes, read‑me files, and public documentation.
• Communicate updates and resolutions to Support Delivery Organizations via internal knowledge systems (e.g., WISE).
• Deliver training or technical briefings on new FW/SW changes or functionality to internal teams.

Continuous Quality Improvement

• Analyze market and field data to identify systemic FW/SW quality trends and improvement opportunities.
• Work cross‑functionally to strengthen processes, qualification criteria, and readiness models across the lifecycle.

Qualifications

Required

• Bachelor’s degree in Computer Science, Electrical Engineering, Software Engineering, or a related technical field, or equivalent practical experience
• Hands‑on experience in Firmware, Software, Drivers, Networking, or Security domains, Especially preferred in Drivers
• Experience supporting or managing product quality, technical support, or customer escalations in a complex technical environment
• Proven ability to analyze, isolate, and drive resolution of technical issues across multiple teams
• Strong communication skills to clearly articulate technical issues, root cause, and resolution to both technical and non‑technical audiences
• Ability to work effectively in a global, cross‑functional environment

Preferred

• Experience working in NPI (New Product Introduction) phases and transitioning products into sustaining support
• Background in enterprise or commercial printing solutions, platforms, or ecosystems
• Experience collaborating with global R&D organizations and external partners
• Familiarity with customer escalation processes and support organizations (e.g., L2, ATS, regional support teams)
• Experience with field data analysis, defect prioritization, or release quality management

Knowledge & Skills

• Strong understanding of FW/SW architecture, release processes, and validation methodologies
• Knowledge of drivers, networking, security concepts, and system integration in customer environments
• Root cause analysis and structured problem‑solving skills
• Ability to balance customer urgency, business impact, and technical feasibility when prioritizing issues
• Documentation and knowledge‑sharing skills, including release notes, technical bulletins, and training materials
• Self‑driven mindset with strong ownership and accountability across the product lifecycle

HP is a Human Capital Partner – we commit to human capital development and adopting progressive workplace practices in Singapore.

Job -

Engineering

Schedule -

Full time

Shift -

No shift premium (Singapore)

Travel -

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’sEEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"