Member of Technical Staff - (Senior Engineer)

As a Member of Technical Staff, you will be part of a team focused on supporting customers using Wind River Systems products to develop IoT and embedded systems. Your responsibilities include supporting customers experiencing issues, communicating with stakeholders, handling escalations, documenting issues, developing technical content, participating in process improvements, mentoring engineers, providing training, and potentially acting as a point of contact for premium support customers. You will need to troubleshoot complex issues and provide solutions while also working with various Wind River and cloud tools like Hypervisor, IDEs, and Kubernetes. You will also be expected to work closely with end-users and stakeholders to resolve issues and have after-hours duties as needed.

Must Have

• 6-8 years of experience in cloud-based environments.
• Understanding of Cloud vs on-premise computing.
• Experience with Azure, AWS, or similar SaaS solutions.
• Experience in C/C++ and shell/Python scripting.
• Familiarity with DevOps CI/CD, Dockers, and Kubernetes.
• Experience in virtualization/containerization technologies.

Good to Have

• Experience working with Xen-based virtualization is a plus.
• Experience in standard opensource cloud technologies.
• Basic understanding of hardware.
• Experience in YAML, Gitlab, Jenkins or Tekton.
• Understanding of Cloud-Native networking technologies.
• Experience in VxWorks or Wind River Linux.

Description

• 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. 

• 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 is a plus
• 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.