Member of Technical Staff -Technical Support
Description
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 any Linux distributions (E.g., like Debian, RHEL, etc.) with 3-5 years of customer facing role experience preferred.
- Experience working with open-source communities and groups
- Experience in Device Drivers, BSP, HW design, Networking and other technologies used in Linux embedded system applications.
- Understanding and experience in high level languages and application of C/C++ RUST, Python etc.
- Experience in DevOps CI/CD, Dockers, Kubernetes, Git (or Github/Gitlab).
- Experience in Linux and Windows host environments.
- Troubleshooting and debugging issues in a Linux embedded environment.
- Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc.
- 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.
OPTIONAL
- Yocto Linux experience is an advantage.
- Experience working with open-source licensing concepts (GPL etc)
- Familiar with concepts around Linux security (CVE’s etc).
- Understanding of applications running in Cloud as SaaS and know-how of tools used in Cloud.
- Familiarity of major processor families: PowerPC, Intel and ARM and RISC-V, including multi-core.
- Experience with some of technologies like NFV, OpenStack, DPDK, DPI, SDN, embedded Linux & security-enhanced Linux, virtualization, VOIP, networking security a plus
Benefits
- Workplace Flexibility: Hybrid Work.
- Social Insurance
- Group life and Medical Insurance
- Annual Leave
- Summer Vacation
- Special Leave
- Additional Time off’s – Birthday and Volunteer Time off
- Training Subsidies
- Employee Assistance Program
- Wellness Benefits through Unmind
- Carrot (Family -forming support)
*Varies by region and country.
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.