Senior Engineer, Customer Support
4 Months ago • 7 Years +
Job Description
As a Senior Engineer - Technical Support, you will assist international customers transitioning from proof-of-concept to implementation and final deployment. Your responsibilities include providing fixes and workarounds for issues with Wind River's products, effective communication with customers and internal teams, handling escalations, documenting issues and resolutions, developing technical content, mentoring engineers, and providing global support and remote training. You will also help customers migrate from older platforms to Wind River products. The role requires strong troubleshooting and communication skills to ensure customer satisfaction and product improvement.
Good To Have:
- French and/or German language skills
Must Have:
- 7+ years of software development with customer-facing experience.
- Strong troubleshooting skills.
- Expert knowledge of VxWorks, RTOS, NETWORKING, device drivers, and kernel.
- Expertise with Intel, PowerPC, and ARM hardware architectures.
Description
Job Description:
- As a Senior Engineer - Technical Support, you will work within the Customer Support Organization, assisting International customers transitioning from the proof-concept phase to implementation and then towards final delivery and deployment.
- This role requires providing fixes and workarounds to customers who are encountering problems with Wind River's latest products, communicating effectively with customers and internal departments, handling escalations, documenting customer issues and resolutions, developing technical content, mentoring local and global Customer Support Engineers, and providing global support and remote training to customers.
Key Responsibilities:
- Provide fixes and workarounds to customers encountering problems with Wind River's latest products.
- Assist customers in migrating from older technology platforms to Wind River products.
- Communicate effectively with customers to resolve technical issues.
- Communicate effectively with internal departments to help spearhead product innovations and improvements.
- Handle escalations.
- Document customer issues and resolutions accurately and thoroughly.
- Develop technical content, articles, and demonstration code for Wind River's online support site.
- Mentor local and global Customer Support Engineers.
- Provide global support and remote training to customers.
Qualifications:
- BSc in Software engineering, computer science, or a similar technical degree.
- Fluent in English.
- French and/or German language skills would be highly advantageous.
- At least 7 years of experience in software development with recent customer-facing experience
- Strong troubleshooting skills.
Attitude/Approach:
- Mature communication skills; great listening talent and a flair for accurately communicating details and descriptions.
- Comfortable with multitasking: ensuring that appropriate priorities are made, no plates are dropped, and keeping calm.
- Creating, developing, and maintaining solid internal relationships with colleagues.
Skills/Experience:
- Expert knowledge of the following technologies: VxWorks, RTOS, NETWORKING, device drivers, and kernel.
- Expertise with Intel, PowerPC, and ARM hardware architectures.
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