FW Technical Marketing Engineer

Hewlett Packard Co.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Hewlett Packard Co. in Singapore seeks a FW/SW Technical Marketing Engineer to own the quality of firmware, software, drivers and security across the product lifecycle, from NPI to sustaining phases.

You will act as a technical bridge among customers, support, R&D and partners to drive issue resolution and improve satisfaction in non-hardware domains, especially drivers. You will lead customer escalations, define technical action plans, coordinate with global teams, validate fixes, and enable

Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, or related field.
• Hands-on experience in firmware, software, drivers, networking, or security.

Responsibilities

• End-to-End Product Quality Ownership across FW/Driver domains.
• Lead customer escalations and isolate root causes for FW/SW/driver issues.
• Prioritize defects based on severity, impact, and risk.
• Validate fixes and ensure release quality with R&D/partners.
• Document symptoms and resolutions in release notes and KBs.
• Deliver trainings and enablement on FW/SW changes.

Skills

Firmware & software

Drivers

Networking & security

Root cause analysis

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree in CS/EE or related field

Job description

**Description -****Job Summary**The FW/SW Technical Marketing Engineer (TME) is responsible for **end‐to‐end quality ownership of HP’s firmware, software, drivers, and security stack** throughout the product lifecycle—from **NPI (New Product Introduction) through post‐launch and sustaining phases**.This role acts as a technical bridge between **customers, support organizations, R&D, and partners**, driving issue resolution, quality improvement, and customer satisfaction across non‐hardware domains including firmware, software, drivers, networking, and security.**Especially, Drivers related knowledge is required to work as Driver TME.** **Key Responsibilities****End‐to‐End Product Quality Ownership*** Own and drive **Driver/FW quality readiness from early NPI phases**, ensuring potential market issues are identified and mitigated before launch.* Partner with R&D to influence **design, validation scope, and qualification strategies** for FW/SW deliverables.* Ensure smooth transition of ownership from NPI to Current Products with no quality gaps.**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