NMK Global Inc. is a global IT Services & Solutions company specializing in IT Staffing, Technology Consulting, Workforce Solutions, and Application Development Services. We help organizations build high-performing technology teams by connecting them with exceptional talent across a wide range of industries. Our expertise, industry knowledge, and consultative approach enable clients to achieve successful business outcomes while helping professionals advance their careers.
Role:-Sustaining Engineer
Location: Houston, TX – Fully Onsite
Job Description:
We are seeking a Sustaining Engineer to support released HP Retail Peripheral products and troubleshoot technical issues arising after product launch. This is a hands-on engineering role focused on root-cause analysis, troubleshooting, testing, validation, and resolution of customer and field escalations across hardware, firmware, drivers, software, and compatibility.
Key Responsibilities
- Serve as the technical owner for assigned sustaining issues across retail peripheral products.
- Troubleshoot hardware, firmware, drivers, software, and compatibility issues.
- Reproduce customer environments to diagnose and resolve technical problems.
- Perform root-cause and failure analysis across hardware and software.
- Conduct hands-on testing, validation, regression, and interoperability testing.
- Perform hardware teardowns and investigate electrical, mechanical, power, cabling, and interface issues.
- Investigate customer, field, factory, service, and quality escalations.
- Collaborate with ODMs, suppliers, contract manufacturers, and internal engineering teams on corrective actions.
- Validate firmware, driver, and software fixes before release.
- Support product launches and release-readiness activities.
- Analyze field and quality data to identify trends and prevent recurring issues.
- Manage multiple technical escalations and communicate status, risks, next steps, and timelines.
- Support product lifecycle activities, engineering changes, component changes, documentation, service parts, and end-of-life activities.
- Communicate technical findings and recommendations to engineering, project management, suppliers, and customer-facing teams.
Required Qualifications
- Experience in Sustaining Engineering, Product Engineering, Systems Engineering, Hardware Engineering, or a related field.
- Strong root-cause analysis and troubleshooting skills.
- Experience working across both hardware and software.
- Hands-on experience testing, debugging, validating, or troubleshooting electronic products.
- Ability to troubleshoot interactions between hardware, firmware, drivers, and software.
- Experience handling customer environments, field issues, or product escalations.
- Strong analytical and problem-solving skills.
- Ability to manage multiple technical issues and drive them through resolution.
- Experience working with suppliers, manufacturing partners, quality teams, or engineering organizations.
Preferred Qualifications
- Experience with HP products or HP engineering organizations.
- Retail technology or Point-of-Sale (POS) experience.
- Experience with retail peripherals such as receipt printers, barcode scanners, cash drawers, displays, keyboards, MSRs, or similar devices.
- Experience with firmware, device drivers, embedded systems, SDKs, or device utilities.
- Experience with Windows, Windows IoT, Linux, Android, or other retail operating environments.
- Experience working with ODMs, contract manufacturers, or technology suppliers.
- Experience with product launches, NPI, validation, or engineering change processes.
- Software development/programming experience is a plus.
Role Breakdown
- 80% Engineering / 20% Project Management
- Primarily hands-on troubleshooting and technical investigation.
- Manage approximately 3–5 active sustaining escalations at a time.
- Customer-facing and supplier-facing interaction.
- Strong focus on post-launch product support and root-cause analysis.
Ideal Candidate
The ideal candidate is a hands-on engineer who enjoys solving complex product issues across both hardware and software. The candidate should be comfortable reproducing problems, performing technical investigations and hardware teardowns, identifying root causes, and working with internal teams and suppliers to implement and validate solutions.
This is not a traditional project management role. The primary focus is hands-on engineering expertise, troubleshooting, and resolving difficult sustaining issues.
NMK Global Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to age, race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.
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