Description
Position at Wind River
Job
Description & Details
– WR Studio
Job Title
Member of Technical Staff - Technical Support
Organisational Reporting
Director/
(Sr.)
Manager/
Manager
Engineering - Technical Support
Job Code
103009
A
bout
T
he
O
pportunity
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).
Mission
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.
Person Specification
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.
P
rovide 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):
Tokyo
,
Japan