Technical Support Engineer

Your Job

We are currently looking for a Technical Support Engineer to join our Customer Experience team. You will be supported and mentored to improve your own technical capabilities to enable you to deliver a consistently excellent customer experience and improve customer satisfaction.

Our Team

We are looking for passionate, customer-focused individuals committed to delivering world-class support and ensuring every interaction adds value. As a member of our Customer Experience team, you'll be the frontline voice of our brand, helping users solve problems and get the most out of our products.

In this role, you will be in close collaboration with the Engineering Team which consists of Hardware, Software, Firmware, Mechanical, Technician & Test engineers. You won’t just provide support—you’ll also gain firsthand exposure to our technical environment, working alongside engineers to understand the inner workings of our products. This unique setup allows you to develop your technical skills, contribute to process improvements, and grow in a supportive, cross-functional environment.

If you're someone who thrives on solving problems, enjoys helping others, and wants to grow technically while making a real impact—this is the team for you.

What You Will Do

Working directly with customers from many international locations and markets, such as high-performance computing, data communications, and finance, you will help them develop technology solutions based on BittWare products. You will;

• Answer customer technical inquiries, coordinate with internal resources & develop a response plan with Customer Experience Manager.
• Communicate with customers directly via technical support tracking system, phone, email or in person.
• Organize and manage multiple requests from an international customer base.
• Troubleshoot customer issues, perform hardware/software testing, and replicate customer issues.
• Keep up to date with BittWare product portfolio; Embedded x86 platforms, RFSoCs and FPGA technologies.
• Improve customer deliverables with the help of technical writers and engineers.
• Assist in the IT support and maintenance of the BittWare Developer’s Site and other internal systems.
• Occasionally travel to trade shows, or to customer locations for on-site visits and technical support.

Who You Are (Basic Qualifications)

• Degree or equivalent in Electronic Engineering or a related subject
• Strong technical, analytical and extensive problem-solving skills; ability to troubleshoot and apply debugging procedures.
• Strong interpersonal and organizational skills; ability to work with a culturally diverse worldwide pool of customers.
• A Proactive mentality; ability to identify areas of improvements and to know when to escalate issues if required.
• Excellent written and oral communication skills; ability to communicate effectively with engineers and business staff.
• Excellent technical writing and presentation skills; ability to provide feedback, compose, or revise documented procedures or documents.

What Will Put You Ahead

• Proficiency in scripting languages such as Python or equivalent (e.g., Bash).
• Strong coding skills in C++ or equivalent languages (e.g., C, Rust).
• Knowledge of embedded x86 architecture and related development environments.
• Ability to debug and troubleshoot embedded systems, including low-level analysis
• Experience working with real-time operating systems (RTOS) or embedded Linux environments.
• Strong analytical skills for diagnosing and resolving customer issues in software/firmware.
• Experience of working with RFSoC & FPGA related technologies.
• Knowledge of PC Hardware Installation & Troubleshooting.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

BittWare, a Molex Company, designs and manufactures enterprise-class FPGA and Embedded x86 hardware that enables customers to deploy solutions quickly and with low risk. We are the only FPGA brand-agnostic hardware provider of critical mass, able to address enterprise-class qualification and lifecycle requirements for customers deploying solutions in volume. Find out about our product range at our website: www.bittware.com

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.