Firmware L2 Support

As an experienced professional in IT Services with over 5 years of experience, you will be responsible for the following key duties and responsibilities: - Understand L2 Firmware Operations & Support - Manage Incident Management of critical and escalated cases related to Firmware - Provide solutions to recurring incidents - Assist in Problem Management activities for firmware issues in the Production environment - Propose new enhancements in existing solutions - Track and report the status of Production Firmware issues - Demonstrate understanding of OTA Operations in the Production environment - Participate in new initiative activities for the FW team - Prepare FW Knowledge Management database activities - Handle the 1st level escalation of FW support team - Follow the cadence for audit of FW internal processes and updates as required - Identify, categorize, prioritize, troubleshoot/diagnose, route, track, and close firmware issues - Reproduce field issues and identify defective components in FW - Manage customer tickets on enterprise system - Categorize tickets as bugs, defects, or feature updates with priority - Coordinate with Scrum teams and other stakeholders on a regular basis - Validate all new features being promoted in Production devices as FW change (Change request, feature enhancements, bug/fixes, etc.) - Understand FW Pilot testing and verification in Production To qualify for this role, you should meet the following qualifications and experience requirements: - Bachelors degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or a related Engineering discipline - 5+ years of experience in troubleshooting and development - 2+ years of experience in the Smart Products & IoT area - Hands-on experience using device flashing tools and handling hardware safely - Understanding of embedded operating systems (RTOS/Linux), Microcontrollers, and memory management - Understanding of embedded interfaces such as UART, SPI, USB - Experience testing WLAN, Bluetooth, Cellular connectivity products - Proficiency in C++, Python, or NodeJS - Experience with IoT / IP protocols such as MQTT, COAP, TCP, UDP, DHCP, DNS, HTTPS, MDNS - Experience in all stages of Software testing including Requirement gathering, Requirement Traceability matrix, and Preparation of Test plan, Test case, Test Bed setup, Test Scripts & Defect tracking using tools like Bugzilla, JIRA - Experience in Validation & Verification of Software by conducting Smoke testing, Sanity testing, Black box testing, and System testing, Regression testing, Integration testing, Functional/Non-functional testing - Experience in the complete Software testing lifecycle by performing end-to-end call flow for test deliverables through SDLC and methodologies like Iterative, Waterfall, and Agile (SCRUM) In addition to the technical qualifications, the following skills and abilities are required for this role: - Can-do positive attitude, always looking to accelerate development - Driven; commit to high standards of performance and demonstrate personal ownership for getting the job done - Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies - Must be able to provide leadership to technology team while managing multiple tasks and responsibilities - Excellent communication and presentation skills for interactions with technology team members, SBU stakeholders, company leadership, vendors and customers The interview process for this position will involve: - Technical Interview Round 1 - Technical Interview Round 2 As an experienced professional in IT Services with over 5 years of experience, you will be responsible for the following key duties and responsibilities: - Understand L2 Firmware Operations & Support - Manage Incident Management of critical and escalated cases related to Firmware - Provide solutions to recurring incidents - Assist in Problem Management activities for firmware issues in the Production environment - Propose new enhancements in existing solutions - Track and report the status of Production Firmware issues - Demonstrate understanding of OTA Operations in the Production environment - Participate in new initiative activities for the FW team - Prepare FW Knowledge Management database activities - Handle the 1st level escalation of FW support team - Follow the cadence for audit of FW internal processes and updates as required - Identify, categorize, prioritize, troubleshoot/diagnose, route, track, and close firmware issues - Reproduce field issues and identify defective components in FW - Manage customer tickets on enterprise system - Categorize tickets as bugs, defects, or feature updates with priority - Coordinate with Scrum teams and other stakeholders on a regular basis - Validate all new features being promoted in Production devices as FW change (Change request, feature enh