Senior Technical Support Engineer – Embedded Systems, Simulation

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver advanced technical support to customers who are developing embedded systems, IoT devices, and sophisticated software solutions utilizing simulation and virtualization technologies.

• Analyze, troubleshoot, and resolve intricate technical issues related to operating systems, hardware platforms, software applications, and their interactions.

• Utilize system simulators, including Intel Simics and comparable technologies, to replicate customer environments and assess technical challenges.

• Establish, configure, and maintain laboratory setups to mirror customer hardware, software, and system configurations.

• Conduct root cause analysis on issues pertinent to embedded Linux, real-time operating systems, networking, and system performance.

• Collaborate with engineering, product management, and development teams to examine defects, propose solutions, and enhance product reliability.

• Engage directly with customers to comprehend technical challenges, offer troubleshooting assistance, and ensure prompt issue resolution.

• Manage intricate technical escalations and liaise with internal stakeholders and account teams.

• Provide support to customers throughout the product lifecycle, from initial implementation and integration to continuous maintenance and optimization.

• Offer technical assistance for both on-premises and SaaS-based products and environments.

• Record technical issues, troubleshooting methods, root causes, and solutions in both internal and customer-facing knowledge bases.

• Create technical documentation, troubleshooting guides, and support materials.

• Mentor and offer technical guidance to local and global Customer Support Engineers.

• Conduct technical training and knowledge-sharing sessions for customers and internal engineering teams.

• Serve as the primary technical contact for key customers as needed, ensuring effective communication and resolution of critical issues.

⛳️ Requirements

• 8–12 years of professional experience in software engineering, embedded systems, technical support, or related fields.

• Bachelor's or Master's degree in Computer Science, Engineering, or a related technical discipline.

• Practical experience with system simulators and virtual platforms, preferably Intel Simics.

• In-depth knowledge of embedded systems, real-time operating systems (RTOS), and embedded Linux environments.

• Proficiency in Python, C, and YAML.

• Experience in troubleshooting and debugging complex hardware and software issues within embedded environments.

• Strong grasp of Linux distributions, including Debian and CentOS.

• Familiarity with both Linux and Windows host environments.

• Understanding of processor architectures, including Intel, ARM, PowerPC, and RISC-V, as well as multi-core systems.

• Knowledge of networking fundamentals, including TCP/IP, multicast, and routing.

• Familiarity with version control systems such as Git, GitHub, or GitLab.

• Understanding of cloud-based applications and SaaS environments.

• Strong analytical, problem-solving, and root cause analysis abilities.

• Excellent written and verbal communication skills.

• Capability to work independently, manage multiple technical issues concurrently, and make informed technical decisions.

• Strong collaboration skills and experience in providing technical guidance to fellow engineers.

• Fluent in English.

• Experience with Intel Simics, including advanced simulation features and model development.

• Familiarity with QEMU or similar simulation and virtualization tools.

• Knowledge of Device Modeling Language (DML).

• Experience with build systems and tools such as GCC, MinGW, Make, and Makefiles.

• Knowledge of C++, Rust, and other systems programming languages.

• Experience with device drivers, Board Support Packages (BSP), hardware design, and hardware-software integration.

• Familiarity with DevOps practices, CI/CD pipelines, Docker, and Kubernetes.

• Understanding of virtualization and cloud infrastructure technologies.

• Familiarity with NFV, OpenStack, DPDK, DPI, SDN, and security-enhanced Linux.

• Understanding of VoIP, network security, and advanced networking technologies.

🏝️ Benefits

• Equal opportunities for all individuals, regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic.

• A respectful and inclusive work environment.

• Fully remote work arrangement.