Job Description & Details – WR Studio

Job Title 

Member of Technical Staff - Technical Support 

Organisational Reporting 

Director/ (Sr.) Manager/ Manager Engineering - Technical Support 

Job Code 

103009 

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.  Wind River Systems products include Ai/ ML suites which assists with digital transformation, you are expected to be able to use and support these suites.  

The team you will represent is pivotal to the success of Wind River as the market leader in the Global edge compute OS market and to accelerate the digital transformation of our customers with a new generation of Mission Critical AI Systems.

The focus of this role is to help the customer who use 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.  Our engineers are driven by a desire to protect mission-critical and safety-critical systems.

You will need to be sharp and self-driven to jump into our labs/ reference environment and duplicate customer environments, systems, and devices.  You will master skills in a wide range of Wind River Systems and other Cloud tools & technologies such as Hypervisor, IDEs, compilers, Dockers/ Container, Kubernetes, Jenkins etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions. 

This position works 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).  

Mission 

 Responsibilities & Accountabilities 

•        Support customers who are encountering problems on Wind River’s products. 
•        Communicate effectively with customers and other stockholders to resolve their problems. 
• 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. 
•        Be available for after-hours duties in case if there is need for 24/7/365 coverage from the team. 

Performance Measurement 

•        CSAT, NPS, CES SLA compliance. 
•        Achievement of Objective and Key Results (OKRs) as set by management. 
•        Review of Key Performance Indicators (KPIs). 
•        Successful Escalation Handling. 
•        Completion of Special projects. 

Person Specification 

Educational Requirements 

Bachelor or Masters degree in Computer Science, Electrical Engineering, Data Science, Math, Physics, or related technical field preferred. 

Experience/ Competencies 

• 6-8 years’ experience in development and production operations supporting a cloud-based environment required with 3-5 years of customer facing role experience preferred. 
• Understanding of Cloud vs. on premise computing. Solid understanding of fundamentals of cloud computing. 
• Experience with Azure or Amazon AWS or similar SaaS solutions.
• Experience in C/C++ and shell/ Python scripting.
• Familiarity with DevOps CI/CD, Dockers, Kubernetes and involved tools.  
• Experience in virtualization/containerization technologies like KVM, docker, containerd. Experience working with Xen-based virtualization as well as using and testing on Linux systems is a plus.
• Experience in standard opensource cloud technologies like Kuberenetes, openstack, helm, microservices etc. Candidate should be able to write templates to create K8s pods with custom requirements that runs micro-services.
• Basic understanding of Hardware and knowledge of BIOS and firmware upgrades etc. The candidate should really have an understanding of computing/networking architecture of a system.
• Experience in YAML, Gitlab, Jenkins or Tekton
• Understanding of Cloud-Native networking technologies like Calico, Istio, Prometheus
• Experience in VxWorks or Wind River Linux will be 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. 
• 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. 

• Location(s): Tokyo, Japan