Member of Technical Staff - Cloud Product Support
Description
Job Description
Job Title & Purpose
Job Title
CSP Product Support Engineer
Organizational Reporting
Job Code
Manager, CSP Product Support
Purpose of the Job
Wind River believes that some things are so important they simply cannot fail. That is why we exist. Wind River
software has been running the computing systems of the most important critical infrastructure that demand the
highest standards for safety, security, performance, and reliability. Found in more than 2 billion devices, Wind
River is pioneering edge compute technologies to accelerate the evolution from automated devices to
autonomous systems and we have a place for you!
ABOUT THE OPPORTUNITY
Use your expertise and knowledge of networking, telecom, and cloud services technologies to provide
technical and product support for Communications Service Providers and other customers utilizing the Wind
River Cloud Platform. In a dynamic, customer-facing environment, you will partner with customers as they
deploy and operate their solutions on the Wind River cloud infrastructure. Primary functions will include
Technical/Product Support, Deployment & Integration Support, Upgrades and Patching, and recovering
systems during full or partial outages on a live carrier network. Role will evolve to include activities such as
solution validation, software validation, account support, Methods and Procedures development, knowledge
transfers, internal training, etc. It is critical that the individual in this role be constantly developing and
deepening his/her expertise in the Wind River Cloud Platform and industry technologies to become true
product experts for both internal and external customers.
Interface & Collaboration
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This opportunity will see the successful candidate working and collaborating with engineers and
technicians at all levels, including management layers, across multiple product lines. Wind River
Engineering and Technical Support works globally to deliver our products, from Canada to the US, to
China, Costa Rica, Romania and beyond.
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Wind River’s engineers get to interface and work with cross-organizational teams in understanding
and providing for our customer’s needs, wants and pain points, seeing first-hand what drives the
business success today and tomorrow.
Mission
Responsibilities & Accountabilities
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Direct Technical Support in support of customer requirements & SLA’s
Assist with Deployment & Product Integration activities
Wind River
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Emergency Recovery for outages reported by customers
Product expertise internally and externally
Mentor and train others in the organization
Technical escalation point for Tier 1 organization supporting customer SLA’s
Performance Measurement
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Customer SLA’s & Customer Satisfaction
Case Quality, Professional Communication, Customer Success
Product Expertise
Continuous Learning, Organizational & Company Success
Person Specification
Educational Requirements
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BS/BA, BSCS/BSEE degree preferred, plus five years of experience minimum
General Experience/ Competencies
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Excellent interpersonal, communication, and presentation skills
Demonstrated success consulting with customers resolving complex problems
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Experience working with large CSP’s (Communications Service Providers) a plus
Ability to work in a dynamic, sometimes high pressure, customer facing environment
Ability to travel on a limited basis to both customer and internal Wind River sites
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Linux
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Linux server administration experience ideally RHEL, CentOS, Debian, Ubuntu
Familiar with BMC, boot process, file systems, network devices,
Familiarity with any shell environment
Cloud
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Working understanding of virtualization concepts and virtual system administration technologies
Working Understanding of cloud concepts and architectures
Networking
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Working knowledge of the OSI model and related concepts.
Networking experience including switching, routing, LAN, WAN, VPN, DNS, DHCP, LDAP, Firewalls,
NAT
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Familiarity with OS Networking tools such as ping, tracert, tcpdump, WireShark, IP, route, iptables
Scripting
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Basic scripting experience, preferably in Python, JavaScript or a strong drive and ownership to learn
given the appropriate time and resources
Hardware
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Familiarity with HPE, Dell, etc Server peripherals such as BMC, USB boot up drives, pxeboot,
SSD/NVMe disk drives and controllers, video controllers, network interfaces, network accelerator
cards, keyboard & mouse controllers as well as associated cables, power supplies and backplanes
Experience troubleshooting all aspects of Server operation, from problems during initial turn up to
hardware and post configuration-related issues of system operation.
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Wind River
Job Description
Storage
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Working knowledge of enterprise storage and storage-clusters solutions like Database, NAS, SAN,
vSAN, Cloud Storage
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Familiarity with ephemeral and persistent storage such as ceph
Automation
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Experience with containers and containerization platforms such as Docker
Experience or familiarity managing containers in a Kubernetes environment
Managing groups of servers using Ansible playbooks a plus
Wind River
Job Description
Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.