Description

Member of Technical Staff – Tech Support – P4 MTS

Location: USA Remote

US Citizen or Permanent Residents

ABOUT WIND RIVER

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy.

The company’s software powers generation after generation of the safest, most secure systems in the world.  Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones, including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.        

The company has received industry recognition for its technology innovation and leadership and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world.        

ABOUT THE OPPORTUNITY

If you’re a curious and collaborative engineer, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group.

Our customers use our Wind River Systems Products (on-prem and SaaS) to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology user experiences. 

You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only for OS issues but the possible interaction problems between the hardware design and the software applications of our customers throughout their life-cycle and help them successfully reach their business goals by implementing Wind River’s products and services.  

You will need to be sharp and self-driven to jump into our labs and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River tools such as IDEs, compilers, etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions. 

You will work closely with end-users, stakeholders, and developers within Wind River customer support operations to assess, troubleshoot, and solve complex multi-layered issues (hardware, software and everything in between). 

ABOUT YOU

Core Competencies & Demonstrated Success 

• Support customers who are encountering problems on Wind River’s products. 

• Communicate effectively with customers to resolve their problems. 

• Communicate effectively with account teams on customer issues. 

• Handle customer and defect escalations. 

• Document customer issues and resolutions accurately and thoroughly. 

• Develop technical content for online support site. 

• Participate in support process improvement activities. 

• Mentor local and global Customer Support Engineers. 

• Provide support and training to internal customers. 

• If needed act as single point of contact (Premium Support Engineer) for Premium Support Customers. 

• Considered as expert in some areas of products. 

• May need to provide on-site support and training to customers. 

• Proactively contribute content to the various Knowledge Bases within Wind River 

• Document Problems for Knowledge Base so that customers may solve similar problems on their own in the future. 

Qualifications 

• BS or MS in Computer Science or related majors. 

• 6-8 years’ experience with RTOSes like embedded Linux required with 3-5 years of customer facing role experience preferred. 

• Knowledge and experience working with binary Linux distributions (Debian, CentOS).  

• Experience in Device Drivers, BSP, HW design, Networking and other technologies used in embedded system applications. 

• Understanding and experience in high level languages and application of C/C++ RUST, Python etc. 

• Understanding of applications running in Cloud as SaaS and know-how of tools used in Cloud. 

• Experience in DevOps CI/CD, Dockers, Kubernetes, Git (or Github/Gitlab). 

• Experience in Linux and Windows host environments. 

• Troubleshooting and debugging issues in a real-time embedded environment. 

• Familiarity of major processor families: PowerPC, Intel and ARM and RISC-V, including multi-core. 

• Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc. 

• Experience with some of technologies like NFV, OpenStack, DPDK, DPI, SDN, embedded Linux & security-enhanced Linux, virtualization, VOIP, networking security a plus 

• Exceptional team player who works well in collaborative environment. 

• Excellent written and oral communication skills. 

• Self-managed, fast learner with the desire and ability to master new technologies. 

• Independent and should be able to handle multiple products simultaneously. 

• Frequently provide assistance and training to less experienced CSEs.   

• Should be able to represent CSO in discussions with product Managers, engineering, sales etc.  

• Able to lead projects and make decisions independently. 

BENEFITS 

• Flexible home office! We offer the flexibility of a hybrid work schedule or 100% remote
• Named Top Workplace for the 8th year in a row
• Wind River’s commitment to DEIB
• 100% Employee covered Medical, Dental, and Vision insurance*
• Flexible Time Off policy* + 12 observed Holidays
• 401K with company match
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Wellness Benefits through Unmind

Compensation                

The annual base salary range for this role’s listed grade level is currently $92,000 to $120,000 plus a bonus for Colorado, New York, and New Jersey residents, and $108,000 to $140,000 plus a bonus for SF Bay Area, Greater Seattle, NYC, and Washington, DC, residents. Salary ranges are determined through interviews and a review of the education, experience, knowledge, skills, location, and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, and 12 paid holidays.

OUR COMMITMENT TO DIVERSITY 

Wind River is committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, age, physical, mental, or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by the laws or regulations in the locations where we operate.  Wind River will not tolerate discrimination or harassment based on these characteristics. 

To learn more, visit Wind River at www.windriver.com. 

APPLICANT PRIVACY NOTICE:                

Your privacy is of the utmost importance to us. At Wind River, we strictly adhere to all applicable data privacy laws. Please review Wind River's Applicant Privacy Notice, which can be found here.                    

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