About the Role
The role involves diagnosing and resolving technical issues related to embedded systems, supporting product lifecycle stages, and delivering timely solutions to ensure customer satisfaction and system reliability.
Responsibilities
- Diagnose and resolve hardware and firmware issues in embedded platforms
- Provide technical guidance during product development and post-deployment phases
- Collaborate with engineering teams to escalate and resolve critical bugs
- Respond to support tickets with clear, documented solutions
- Maintain up-to-date knowledge of embedded system architectures
- Assist in root cause analysis for field failures
- Create and update technical documentation for internal and external use
- Support customer integration efforts with embedded solutions
- Troubleshoot communication protocols including CAN, I2C, and SPI
- Work with QA teams to validate fixes and patches
- Participate in on-call rotation for urgent technical issues
- Train support personnel on new product features and updates
- Analyze logs and diagnostic outputs to identify system anomalies
- Interface with manufacturing teams to resolve production defects
- Recommend product improvements based on support trends
- Ensure compliance with safety and certification standards
- Track and report key performance metrics for support operations
- Assist in firmware update rollouts and field migrations
- Use debugging tools such as JTAG and oscilloscopes
- Communicate technical details clearly to non-engineering stakeholders
- Support global customers across multiple time zones
- Maintain secure handling of proprietary system information
- Follow structured problem-solving methodologies
- Contribute to knowledge base content for faster resolution
- Stay current with evolving embedded technologies
Nice to Have
- Experience with fire safety or life safety systems
- Knowledge of UL, CE, or other certification processes
- Familiarity with wireless communication protocols
- Exposure to IoT device ecosystems
- Background in manufacturing support roles
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with partial remote flexibility
Team
Collaborative engineering and support team environment
About the Team
- This team focuses on delivering reliable technical support for embedded fire detection and safety systems used globally.
- Members work closely with R&D, field operations, and manufacturing to ensure product performance and safety.
What We Value
- Technical accuracy, responsiveness, and a commitment to safety excellence are central to our support culture.
- We prioritize clear communication and proactive problem resolution.
Available for qualified candidates
