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

Avenga•Madison, MS

About The Position

We are looking for a Senior Customer Support Engineer to join a global technology project focused on embedded systems, real-time operating systems, virtualization, and advanced simulation solutions. You will work with cutting-edge technologies that enable customers to develop complex IoT devices, embedded applications, and next-generation connected systems. The project involves supporting both on-premises and SaaS-based solutions used across various industries, where hardware and software reliability, performance, and integration are critical. In this role, you will investigate and resolve complex technical challenges across hardware, operating systems, and software applications. You will collaborate with engineering teams, product managers, and customers worldwide, providing expert technical guidance, troubleshooting sophisticated environments, and contributing to the continuous improvement of products and support processes. This is an opportunity to work with advanced system simulation technologies, including Intel Simics and QEMU, while taking ownership of challenging technical issues and supporting innovative embedded system development.

Requirements

8–12 years of professional experience in software engineering, embedded systems, technical support, or related areas.
Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field.
Hands-on experience with system simulators and virtual platforms, preferably Intel Simics.
Strong knowledge of embedded systems, real-time operating systems (RTOS), and embedded Linux environments.
Proficiency in Python, C, and YAML.
Experience troubleshooting and debugging complex hardware and software issues in embedded environments.
Strong understanding of Linux distributions, including Debian and CentOS.
Experience working with Linux and Windows host environments.
Knowledge of processor architectures, including Intel, ARM, PowerPC, and RISC-V, as well as multi-core systems.
Understanding of networking fundamentals, including TCP/IP, multicast, and routing.
Experience with version control systems such as Git, GitHub, or GitLab.
Understanding of cloud-based applications and SaaS environments.
Strong analytical, problem-solving, and root cause analysis skills.
Excellent written and verbal communication skills, with the ability to explain complex technical concepts to customers and internal stakeholders.
Ability to work independently, manage multiple technical issues simultaneously, and make sound technical decisions.
Strong collaboration skills and experience providing technical guidance to other engineers.
Fluent English

Nice To Haves

Experience with Intel Simics, including advanced simulation capabilities and model development.
Experience with QEMU or similar simulation and virtualization tools.
Knowledge of Device Modeling Language (DML).
Experience with build systems and tools such as GCC, MinGW, Make, and Makefiles.
Knowledge of C++, Rust, and other systems programming languages.
Experience with device drivers, Board Support Packages (BSP), hardware design, and hardware-software integration.
Experience with DevOps practices, CI/CD pipelines, Docker, and Kubernetes.
Knowledge of virtualization and cloud infrastructure technologies.
Familiarity with NFV, OpenStack, DPDK, DPI, SDN, and security-enhanced Linux.
Understanding of VoIP, network security, and advanced networking technologies.

Responsibilities

Provide advanced technical support to customers developing embedded systems, IoT devices, and complex software solutions using simulation and virtualization technologies.
Investigate, troubleshoot, and resolve complex technical issues involving operating systems, hardware platforms, software applications, and their interactions.
Work with system simulators, including Intel Simics and similar technologies, to reproduce customer environments and analyze technical problems.
Set up, configure, and maintain laboratory environments to replicate customer hardware, software, and system configurations.
Perform root cause analysis of issues related to embedded Linux, real-time operating systems, networking, and system performance.
Collaborate with engineering, product management, and development teams to investigate defects, identify solutions, and improve product reliability.
Communicate directly with customers to understand technical challenges, provide troubleshooting guidance, and ensure timely issue resolution.
Manage complex technical escalations and coordinate with internal stakeholders and account teams.
Support customers throughout the product lifecycle, from initial implementation and integration to ongoing maintenance and optimization.
Provide technical assistance for both on-premises and SaaS-based products and environments.
Document technical issues, troubleshooting procedures, root causes, and resolutions in internal and customer-facing knowledge bases.
Develop technical documentation, troubleshooting guides, and support materials to help customers resolve common issues independently.
Mentor and provide technical guidance to local and global Customer Support Engineers.
Deliver technical training and knowledge-sharing sessions for customers and internal engineering teams.
Act as a primary technical contact for key customers when required, ensuring effective communication and resolution of critical issues.