Member of Technical Staff - Technical Support
Job Summary
Job Description
The Member of Technical Staff - Technical Support role involves assisting customers using Wind River Systems products (on-prem and SaaS) to develop IoT and embedded system devices. The primary responsibilities include supporting customers encountering problems with Wind River products, effectively communicating with customers and stakeholders, handling escalations, documenting issues, and developing technical content. The role requires the ability to troubleshoot complex multi-layered issues and master various tools and technologies. The candidate will also mentor Customer Support Engineers and provide internal training.
Must have:
- Experience in cloud-based environment support (6-8 years).
- Experience with Azure, AWS, or similar SaaS solutions.
- Experience in C/C++ and shell/ Python scripting.
- Understanding of cloud vs. on-premise computing.
- Familiarity with DevOps CI/CD, Dockers, Kubernetes.
- Experience in virtualization/containerization technologies.
Good to have:
- Experience in VxWorks or Wind River Linux.
- Understanding of Cloud-Native networking technologies.
- Experience in YAML, Gitlab, Jenkins or Tekton.
15 skills required
Job Details
Description
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.
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 is a plus
- Experience in VxWorks or Wind River Linux will be a plus
Experience/Competencies:
- 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.
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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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