Note: The job is a remote job and is open to candidates in USA. CTG delivers IT and business solutions that enhance clients' digital agility. The Embedded Systems Product Support Engineer will provide advanced customer-facing technical support, investigate complex issues across embedded platforms and technology layers, manage escalations, and coordinate resolutions with cross-functional teams.
Responsibilities
- Provide advanced, customer-facing technical support for mission-critical embedded and intelligent-edge platforms
- Investigate, reproduce, diagnose, and resolve complex technical issues across operating systems, hardware, software, networking, virtualization, development tools, and customer applications
- Reproduce customer environments in internal labs and conduct detailed technical investigations
- Debug real-time and embedded environments and analyze interactions across multiple technology layers
- Identify root causes, develop workarounds, and determine appropriate next steps for complex technical issues
- Own complex customer issues from initial investigation through resolution
- Manage technical escalations and critical customer cases while maintaining clear communication with customers and account teams
- Document issue histories, technical findings, suspected defects, workarounds, and resolutions
- Coordinate resolution efforts across Customer Support, Product Management, Engineering, and other technical teams
- Create reusable knowledge-base articles, troubleshooting guides, and technical documentation
- Improve support processes, technical playbooks, and troubleshooting methodologies
- Mentor less-experienced support engineers and contribute to internal technical training
- Support premium customers and participate in customer engagements when required
- Contribute to special projects, cross-functional initiatives, and continuous process improvement
Skills
- Strong embedded systems and platform troubleshooting skills
- Experience with RTOS kernels, file systems, Board Support Packages (BSPs), device drivers, and real-time debugging
- Knowledge of processor architectures and hardware/software integration
- Strong Embedded Linux knowledge, including Linux kernel, Yocto, systemd, udev, networking, storage, containers, and platform integration
- Experience with virtualization, Type-1 hypervisors, partitioning, and hardware/software interactions
- Knowledge of development tools and toolchains, including Eclipse-based IDEs, GCC, Clang, compilers, Makefiles, and toolchain diagnostics
- Experience with simulation environments such as Intel Simics or QEMU
- Proficiency with C/C++ and scripting languages such as Python
- Familiarity with YAML, DML, build environments, and simulated system behavior
- Strong networking and systems troubleshooting capabilities
- Strong technical documentation and knowledge-base authoring skills
- Excellent customer service, communication, escalation management, and technical problem-solving skills
- Ability to independently lead complex technical investigations and make sound technical decisions
- Experience in embedded systems, RTOS, Linux, platform engineering, or a closely related technical field
- Customer-facing troubleshooting, engineering, consulting, or professional-services experience
- Demonstrated ability to troubleshoot complex issues across hardware, operating-system, networking, and application layers
- Professional experience with C/C++ and scripting or automation
- Experience investigating technical issues, reproducing customer environments, identifying root causes, and developing effective workarounds
- Experience working collaboratively with Engineering, Product Management, Customer Support, and other technical teams
- Must be a U.S. citizen residing in the continental United States. Additional customer or security requirements may apply
- Equivalent combination of education, technical training, and professional experience may be considered
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required
- Knowledge of cloud, containers, Kubernetes, OpenStack, DevOps toolchains, or related technologies is preferred
- Experience mentoring technical staff and contributing to knowledge development is preferred
- Experience with embedded operating systems, BSPs, device drivers, embedded hardware, processor architectures, virtualization, or hypervisors is preferred
- Experience supporting mission-critical, safety-critical, or highly complex customer environments is preferred
- Experience in aerospace, defense, telecommunications, industrial, or similar environments is a plus
- Premium support, technical training, escalation leadership, or technical account support experience is preferred
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Software Engineering, or a related technical discipline preferred
Benefits
- A competitive benefit package
- At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey.
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