Member of Technical Staff - Technical Support

Description

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).  

• 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 

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.