Member of Technical Staff - Technical Support

Description

Member Of Technical Staff - Technical Support – P4

Location: USA

ABOUT WIND RIVER

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy.

The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role inNASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent5G milestones, includingthe world’s first successful 5G data session with Verizon and buildingone of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world.

ABOUT THE OPPORTUNITY

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.

Our customers use our 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.

You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only for OS issues but the possible interaction problems between the hardware design and the software applications of our customers throughout their life-cycle and help them successfully reach their business goals by implementing Wind River’s products and services.

You will need to be sharp and self-driven to jump into our labs and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River tools such as IDEs, compilers, etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions.

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).

ABOUT YOU

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.

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.
• 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.

Addition Requirements:

This position is for US Persons Only