Senior Technical Support Engineer – Embedded Systems & Simulation (Intel Simics)

• 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.

Requirements

• 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.

Benefits

• 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.