United States
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Engineer – Embedded Systems & Simulation (Intel Simics) based in the United States.
The Senior Technical Support Engineer will provide advanced technical expertise for embedded systems, real-time operating systems, virtualization, and system simulation technologies. You will help customers develop and maintain complex IoT devices, embedded applications, and next-generation connected solutions. In this role, you will investigate challenging hardware and software issues, perform root cause analysis, and deliver reliable solutions across on-premises and cloud-based environments. You will work closely with customers, engineering teams, and product managers worldwide to improve system performance, resolve critical escalations, and strengthen product reliability. Using technologies such as Intel Simics and QEMU, you will reproduce complex environments, diagnose system behavior, and support seamless hardware-software integration. This fully remote opportunity is ideal for an experienced technical professional who enjoys solving sophisticated engineering problems, sharing knowledge, and helping customers succeed with advanced technologies.
Deliver advanced technical support: Assist customers developing embedded systems, IoT devices, and complex software solutions using simulation, virtualization, and embedded technologies.
Troubleshoot complex technical issues: Investigate and resolve problems involving hardware platforms, operating systems, software applications, system performance, and interactions between system components.
Work with simulation technologies: Use Intel Simics and comparable tools, including QEMU, to reproduce customer environments, simulate system behavior, and diagnose technical challenges.
Build and maintain test environments: Set up, configure, and maintain laboratory environments that replicate customer hardware, software, networking, and system configurations.
Conduct root cause analysis: Diagnose issues related to embedded Linux, real-time operating systems, networking, processor architectures, and hardware-software integration.
Collaborate with engineering teams: Partner with software developers, product managers, and other technical specialists to investigate defects, identify corrective actions, and improve product reliability.
Manage customer escalations: Communicate directly with customers, coordinate complex technical investigations, and work with internal stakeholders and account teams to ensure timely resolution of critical issues.
Support the product lifecycle: Provide technical assistance throughout implementation, integration, maintenance, and optimization for both on-premises and SaaS-based solutions.
Develop technical documentation: Record technical issues, troubleshooting procedures, root causes, and resolutions in internal and customer-facing knowledge bases. Create troubleshooting guides and support materials that promote customer self-sufficiency.
Provide technical leadership: Mentor local and global customer support engineers, share technical expertise, and help colleagues navigate complex engineering challenges.
Deliver training and knowledge sharing: Conduct technical training sessions and share best practices with customers, support teams, and engineering colleagues.
Serve as a key technical contact: Act as a primary technical point of contact for strategic customers when required, maintaining clear communication and driving resolution of high-priority issues.
Professional experience: 8–12 years of experience in software engineering, embedded systems, technical support engineering, or a related technical discipline.
Education: Bachelor's or master's degree in Computer Science, Engineering, or a related technical field.
System simulation expertise: Hands-on experience with system simulators and virtual platforms, preferably Intel Simics.
Embedded systems knowledge: Strong understanding of embedded systems, real-time operating systems (RTOS), embedded Linux, and complex hardware-software environments.
Programming skills: Proficiency in Python, C, and YAML, with the ability to analyze code, automate troubleshooting tasks, and investigate system-level issues.
Operating system expertise: Experience troubleshooting Linux distributions such as Debian and CentOS, along with familiarity with both Linux and Windows host environments.
Processor architecture knowledge: Understanding of Intel, ARM, PowerPC, and RISC-V architectures, including multicore systems.
Networking fundamentals: Knowledge of TCP/IP, multicast, routing, and network troubleshooting.
Version control: Experience using Git and collaborative development platforms such as GitHub or GitLab.
Cloud and SaaS familiarity: Understanding of cloud-based applications and software-as-a-service environments.
Problem-solving capabilities: Strong analytical thinking, systematic debugging, root cause analysis, and the ability to make sound technical decisions in complex situations.
Customer communication: Excellent written and verbal communication skills, including the ability to explain sophisticated technical concepts clearly to customers and internal stakeholders.
Independent work and collaboration: Ability to manage multiple technical issues simultaneously, prioritize effectively, work independently, and collaborate across global teams.
Technical leadership: Experience providing technical guidance to other engineers and sharing knowledge through documentation, training, or mentoring.
Language proficiency: Fluent English.
Nice-to-have qualifications
Experience with advanced Intel Simics simulation capabilities and model development.
Familiarity with QEMU or other system simulation and virtualization tools.
Knowledge of Device Modeling Language (DML).
Experience with build tools and systems such as GCC, MinGW, Make, and Makefiles.
Familiarity with C++, Rust, or other systems programming languages.
Experience with device drivers, Board Support Packages (BSP), hardware design, and hardware-software integration.
Knowledge of DevOps practices, CI/CD pipelines, Docker, and Kubernetes.
Familiarity with virtualization platforms and cloud infrastructure technologies.
Knowledge of Network Functions Virtualization (NFV), OpenStack, DPDK, Deep Packet Inspection (DPI), Software-Defined Networking (SDN), and security-enhanced Linux.
Understanding of VoIP, network security, and advanced networking technologies.
Remote work: Fully remote position for candidates based in the United States.
International collaboration: Opportunity to work with customers and technical teams across global markets.
Advanced technology exposure: Hands-on work with embedded systems, real-time operating systems, system simulation, virtualization, and connected technologies.
Professional development: Opportunities to deepen expertise in Intel Simics, QEMU, embedded Linux, and complex system architectures.
Technical leadership opportunities: Scope to mentor engineers, lead complex investigations, and contribute to knowledge sharing and technical best practices.
Collaborative environment: Work alongside engineering, development, product management, and customer support professionals.
Inclusive workplace: Commitment to equal opportunity and a respectful environment where people can contribute their perspectives and ideas.
Compensation and additional benefits: Salary, healthcare coverage, retirement plans, paid time off, and other specific benefits are not detailed in the available job description.
