Support Engineer

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.

Requirements:

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).