Sobre

You will be the senior technical point of contact for a large wearable ecosystem in the field, supporting around ten thousand devices and hundreds of smart stations deployed globally. This is a hands on support QA role focused on root cause analysis across firmware, hardware, software, and connectivity, working with customers, support, and manufacturing rather than classic product feature QA.Tasks and deliverables

• Act as a senior support QA engineer for wearables and smart stations deployed globally, with a focus on devices in Mexico and surrounding regions.
• Investigate complex field issues reported from customers, support, and sales teams, involving firmware, hardware, software, connectivity, antennas, and user behavior.
• Collect and analyze logs from Linux based devices (for example journalctl, dmesg, system logs) and related backend systems.
• Reproduce, isolate, and triage issues across multiple layers: firmware, hardware, networking, and mobile / client applications.
• Provide clear troubleshooting guidance for internal teams and customers, including step by step instructions to collect data and logs.
• Work closely with manufacturing and production teams to analyze failures, identify patterns across units (for example firmware version, batch, serial number), and support root cause investigations.
• Maintain traceability and follow up for RMAs and critical incidents, ensuring proper documentation of root cause and corrective actions.
• Collaborate with engineering teams to prioritize and communicate field issues, including preparing concise, data rich incident reports.
• Use internal APIs and tools (for example AWS based dashboards) to correlate device data, events, and configurations across manufacturing and field environments.
• Participate in on site visits when needed to better understand operational environments and assist with complex troubleshooting.

Engagement highlights

• High impact role supporting a large, globally deployed wearable ecosystem.
• Unique combination of QA engineering mindset and real world field support, not typical feature testing.
• Opportunity to work across the full stack of the product: hardware, firmware, connectivity, and user environments.
• Close collaboration with customers, support, sales, and manufacturing to drive real improvements in reliability and user experience.
• Mix of remote analytical work and occasional on site troubleshooting, keeping the role varied and engaging.

General Information

• Role: Senior Support QA Engineer (Wearables / Embedded Support)
• Location: Mexico, Costa Rica, Guatemala
• Commitment: Full time contractor
• Duration: 8–12 months with a high likelihood of extension
• Time zone: Local Mexican time zone with overlap to both Americas and European teams as needed
• Work style: Hybrid between remote work, customer site visits.
• 5+ years of experience in QA engineering, technical support engineering, or field engineering for embedded, IoT, or hardware based products.
• Strong problem solving skills with a track record of debugging multi factor issues involving firmware, hardware, and connectivity.
• Solid knowledge of Linux based systems, including reading and interpreting system and kernel logs (journalctl, dmesg, syslog, etc).
• Understanding of wireless and network technologies relevant to wearables (for example Wi Fi, Bluetooth, antennas, basic RF considerations).
• Experience debugging embedded systems and differentiating whether issues originate in firmware, hardware, or supporting infrastructure.
• Exposure to scripting and automation (Python preferred; C or C++ experience is a plus) for data analysis, log parsing, or test utilities.
• Familiarity with tools such as Raspberry Pi or similar embedded Linux platforms is a plus.
• Experience interacting with APIs and cloud environments (for example AWS) to retrieve and analyze device and manufacturing data is a plus.
• Comfortable working with production/manufacturing teams and understanding how manufacturing variations can affect field performance.
• Strong communication skills, able to translate technical findings into clear explanations for customers and non technical stakeholders.
• Language: Fluent in Latin American Spanish and comfortable communicating in English with international engineering teams.