Support Engineer

Description:

About the Role

As a Support Engineer at Aitech Systems, you will serve as the technical bridge between our engineering teams and mission-critical customers in the Defense, Aerospace, and Space sectors. You will deliver advanced troubleshooting, hardware-software verification, and customer-facing solutions for our rugged embedded computing platforms, ensuring reliability in the world’s most demanding environments.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Tier 2/3 support for VPX, VME Single Board Computers (SBCs), XMC/PMC mezzanine modules, GPGPU AI tasking units, and rugged networking solutions.
• Diagnose and resolve complex hardware/software integration issues, including RTOS (Linux, VxWorks, INTEGRITY) and hardware analysis.
• Use diagnostic tools (oscilloscopes, logic analyzers) for root-cause analysis on hardware failures or signal integrity issues.

Customer Engagement

• Act as the primary technical contact for high-stakes clients, translating technical findings into actionable solutions and status updates.
• Replicate customer environments to identify, reproduce, and resolve mission-critical failures.
• Visit customer sites for troubleshooting and updates, ensuring hands-on support and timely resolution of mission-critical issues.

Collaboration & Documentation

• Work directly with R&D, Sales, and Quality teams to escalate issues, bugs and validate engineering changes.
• Create and maintain technical documentation, application notes, to empower customers and internal teams.

Issue Tracking & Continuous Improvement

• Manage support tickets using systems such as Easy Project and Bugzilla, ensuring alignment between R&D, Sales, and the Customer on progress and resolution timelines.
• Suggest process and product improvements based on field experience.
• Participate in regular reviews of support cases and contribute to team knowledge sharing. 

• Bachelor’s Degree in Electrical Engineering or Computer Engineering (or equivalent experience) – advantage.
• 5+ years in embedded systems, hardware validation, or field applications in mission-critical environments.
• Proficiency with RTOS, hardware debugging, and diagnostic tools.
• Strong communication and documentation skills.
• Experience with ticketing systems (e.g., Bugzilla, Easy Project).