Customer Technical Support
Job Summary
Job Description
This Customer Technical Support role focuses on assisting customers using Wind River Systems products to develop cutting-edge IoT and embedded system devices. The responsibilities include supporting customers, communicating with stakeholders, handling escalations, documenting issues, developing technical content, participating in support process improvements, mentoring engineers, providing training, and potentially acting as a single point of contact for premium support customers. The role requires expertise in various Wind River Systems and cloud tools, the ability to duplicate customer environments, and a proactive approach to problem-solving. The engineer will work closely with end-users and developers to assess, troubleshoot, and solve complex multi-layered issues.
Must have:
- Experience in development and production operations in cloud environments.
- Understanding of cloud versus on-premise computing and cloud fundamentals.
- Experience with Azure, Amazon AWS, or similar SaaS solutions.
- Experience in C/C++ and shell/ Python scripting.
Good to have:
- Experience with DevOps CI/CD, Dockers, and Kubernetes.
- Experience in virtualization/containerization technologies like KVM.
- Experience in standard opensource cloud technologies.
Perks:
- Hybrid Work
- Medical insurance: Private health insurance
- Vacation and Time off
- Wellness reimbursement
- Tuition reimbursement
- Employee association
- Wellness Benefits through Unmind
15 skills required
Job Details
Description
Position at Wind RiverAbout 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. 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).
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.
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): Costa Rica
BENEFITS
- Workplace Flexibility: Hybrid Work
- Medical insurance: Private health insurance
- Vacation and Time off: Employees are eligible for various types of paid time off.
- Wellness reimbursement: To promote healthy living and encourage employees’ well-being.
- Tuition reimbursement
- Employee association
- Wellness Benefits through Unmind
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About The Company
Wind River is a global leader in delivering software for mission-critical intelligent systems. For 40 years, the company has been an innovator and pioneer, powering billions of devices and systems that require the highest levels of security, safety, and reliability. Wind River software and expertise are accelerating digital transformation across industries, including automotive, aerospace, defense, industrial, medical, and telecommunications. The company offers a comprehensive portfolio supported by world-class professional services and support and a broad partner ecosystem. To learn more, visit Wind River at www.windriver.com.
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