Principal Intelligent Diagnostics and Systems Health Architect

HP•Spring, TX

19d

About The Position

Diagnostic Strategy & Charter: Define the pan-PS/ACS strategy for intelligent diagnostics. Collaborate with Customer Support (CS) and Quality to identify top pain points and with R&D to navigate implementation challenges. Architect Ecosystem Intelligence: Design capabilities that identify when external peripherals or docks are the source of system instability. Develop the logic that enables the PC to "defend itself" against customer or account escalations caused by out-of-date or incompatible third-party hardware by driving user and administrator awareness. (e.g., out-of-spec third-party docking stations, USB peripherals that cause ESD, etc.) Telemetry & Data Capture: Partner with data science teams on the development of and/or creative use of sensors and telemetry pipelines, as well as tools to quickly get to the heart of a problem with AI tools rather than requiring a human to read through hundreds or thousands of lines of telemetry data. Influence Firmware and BIOS teams to expose the critical data needed for deep-system insights while still respecting privacy rules and regulations, including streaming and locally stored (when customers do not opt-in to streaming telemetry) sensor data that can assist in troubleshooting a cause of actual or perceived. Proactive Communication & Management: Architect the "notification layer" that communicates health status through telemetry or enterprise standards (e.g., SNMP traps), allowing central administrators to triage fleets without user intervention. Commodity Health Leadership: Prioritize and drive diagnostic coverage for major commodities (e.g., Battery, Thermal/Fans, Memory, Storage). Ensure the system can accurately distinguish between a failing component and an environmental variable. Validation & Accuracy: Establish the quality plan for diagnostics. Validate that diagnostic systems work with high precision and near-zero "false failure" rates, ensuring that service technicians and customers can trust the output implicitly. Strategic Influence: Work across organizations (CS, R&D, Quality) to ensure diagnostics are integrated into the product roadmap from NPI (New Product Introduction) through end-of-life as well as a part of the support journey. PC Architecture Mastery: Excellent understanding of PC hardware subsystems (Power, Thermal, High-Speed I/O) and how they interact with peripherals (Docks, Displays, USB-C/Thunderbolt). Firmware & OS Interaction: Expertise in how diagnostic logic interacts with BIOS/UEFI, ACPI, and OS-level drivers to extract telemetry. Systems Management Protocols: Familiarity with enterprise management technologies like SNMP, WMI, and telemetry data-streaming architectures. Predictive Analytics & Sensors: Understanding of how to use physical and virtual sensors to generate "intelligent" health indicators rather than simple pass/fail tests. Education: Bachelor's or Master's degree in Computer Engineering, Electrical Engineering, or a related STEM field. Experience: Typically 10+ years in hardware/firmware engineering, system architecture, or advanced diagnostics development. Cross-Functional Leadership: Ability to "own" the strategy across CS, R&D, and Quality teams, meeting milestones and driving alignment between what is technically possible and what is customer-critical. Data-Driven Decision Making: Ability to analyze large sets of field telemetry to identify where diagnostic "gaps" exist. Communication Excellence: Ability to translate complex system-level behaviors into clear user-facing messages or administrative alerts. "True Prevention" Mindset: A focus on automating corrections so the user is removed from the troubleshooting process entirely.

Requirements

PC Architecture Mastery: Excellent understanding of PC hardware subsystems (Power, Thermal, High-Speed I/O) and how they interact with peripherals (Docks, Displays, USB-C/Thunderbolt)
Firmware & OS Interaction: Expertise in how diagnostic logic interacts with BIOS/UEFI, ACPI, and OS-level drivers to extract telemetry
Systems Management Protocols: Familiarity with enterprise management technologies like SNMP, WMI, and telemetry data-streaming architectures
Predictive Analytics & Sensors: Understanding of how to use physical and virtual sensors to generate "intelligent" health indicators rather than simple pass/fail tests
Education: Bachelor's or Master's degree in Computer Engineering, Electrical Engineering, or a related STEM field
Experience: Typically 10+ years in hardware/firmware engineering, system architecture, or advanced diagnostics development
Cross-Functional Leadership: Ability to "own" the strategy across CS, R&D, and Quality teams, meeting milestones and driving alignment between what is technically possible and what is customer-critical
Data-Driven Decision Making: Ability to analyze large sets of field telemetry to identify where diagnostic "gaps" exist
Communication Excellence: Ability to translate complex system-level behaviors into clear user-facing messages or administrative alerts
"True Prevention" Mindset: A focus on automating corrections so the user is removed from the troubleshooting process entirely

Responsibilities

Define the pan-PS/ACS strategy for intelligent diagnostics
Collaborate with Customer Support (CS) and Quality to identify top pain points and with R&D to navigate implementation challenges
Design capabilities that identify when external peripherals or docks are the source of system instability
Develop the logic that enables the PC to "defend itself" against customer or account escalations caused by out-of-date or incompatible third-party hardware by driving user and administrator awareness
Partner with data science teams on the development of and/or creative use of sensors and telemetry pipelines
Influence Firmware and BIOS teams to expose the critical data needed for deep-system insights while still respecting privacy rules and regulations
Architect the "notification layer" that communicates health status through telemetry or enterprise standards (e.g., SNMP traps), allowing central administrators to triage fleets without user intervention
Prioritize and drive diagnostic coverage for major commodities (e.g., Battery, Thermal/Fans, Memory, Storage)
Establish the quality plan for diagnostics
Validate that diagnostic systems work with high precision and near-zero "false failure" rates
Work across organizations (CS, R&D, Quality) to ensure diagnostics are integrated into the product roadmap from NPI (New Product Introduction) through end-of-life as well as a part of the support journey