Embedded Systems Product Support Engineer

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.