Embedded Systems Product Support Engineer
Please mention DailyRemote when applying
AI Summary
CTG is seeking to fill an Embedded Systems Product Support Engineer position for our client.
Location: Remote
Duration: 6 months
Duties:
- 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.
- Knowledge of cloud, containers, Kubernetes, OpenStack, DevOps toolchains, or related technologies is preferred.
- 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:
- 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.
- 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.
- Must be a U.S. citizen residing in the continental United States. Additional customer or security requirements may apply.
Education:
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Software Engineering, or a related technical discipline preferred.
- Equivalent combination of education, technical training, and professional experience may be considered.
Success Measures:
- Customer satisfaction and trusted-advisor relationships.
- SLA compliance, case quality, queue ownership, and timely escalation.
- Effective technical reproduction, diagnosis, workaround development, and defect documentation.
- Meaningful contributions to knowledge-base content, mentoring, internal training, and support-process improvement.
- Successful delivery of objectives, special projects, and cross-functional initiatives.
- Demonstrated independent technical leadership and collaboration.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.
To Apply:
To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!
The expected base salary for this position ranges from $42.00 to $72.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.
About CTG
CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.
Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. 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. For more information, visit www.ctg.com.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.
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