Customer Technical Support

Description

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). 

• 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.

• 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.

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

• 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). 

• Yocto Linux experience is an advantage. 

• Experience working with open-source communities and groups 

• Experience working with open-source licensing concepts (GPL etc) 

• Familiar with concepts around Linux security (CVE’s etc). 

• 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. 

• 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