International Product Support Senior Principal Engineer

You will

Customer Advocacy & On-Site Resolution: Faithfully represent the Voice of the Customer User (VOC-U) in all reactive and proactive work. Infrequently but regularly travel to customer locations to lead emergency response efforts for severe Windows system failures, explaining findings at an engineering level of detail. Defect Analysis & Root Cause Analysis (RCA): Take the lead in the timely analysis of product defects—identified reactively through formal escalations or proactively via hands-on testing. Leverage advanced tools (e.g., WinDbg) to parse memory dumps and system logs, isolating faults in the kernel, third-party drivers, or hardware. Performance Optimization: Conduct exhaustive performance analyses utilizing Windows Performance Analyzer (WPA) and other profiling tools. Resolve bottlenecks across CPU, memory, disk I/O, and networking by optimizing power plans, BIOS/UEFI settings, and thermal management. Cross-Functional Collaboration: Serve as the technical bridge between regional Technical Support, Product Group (PG) engineering, and selected technology partners. Escalate issues in a timely manner and drive technical issues to resolution. Proactive Engineering & Quality Improvement: Make high-quality contributions to New Product Introduction (NPI) deliverables as defined by corporate processes. Contribute to better corporate products and execution by formally submitting "Lessons Learned" and identifying opportunities to improve operational effectiveness. Technical Consulting & Documentation: Document resolution strategies accurately and with engineering rigor in issue-tracking tools. Provide expert advisory services on system hardening and compatibility, and train customers on best practices.