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 and help them overcome complex challenges. The Embedded Systems Product Support Engineer will provide advanced customer-facing technical support for mission-critical embedded and intelligent-edge platforms, investigate complex issues across hardware and software 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
- 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
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