CSP Product Support Engineer

Description

Purpose of the Job 

• This opportunity will see the successful candidate working and collaborating with engineers and technicians at all levels, including management layers, across multiple product lines. Wind River Engineering and Technical Support works globally to deliver our products, from Canada to the US, to China, Costa Rica, Romania and beyond.
• Wind River’s engineers get to interface and work with cross-organizational teams in understanding and providing for our customer’s needs, wants and pain points, seeing first-hand what drives the business success today and tomorrow

• Direct Technical Support in support of customer requirements & SLA’s
• Assist with Deployment & Product Integration activities
• Emergency Recovery for outages reported by customers
• Product expertise internally and externally
• Mentor and train others in the organization
• Technical escalation point for Tier 1 organization supporting customer SLA’s

• Customer SLA’s & Customer Satisfaction
• Case Quality, Professional Communication, Customer Success
• Product Expertise
• Continuous Learning, Organizational & Company Success

• Excellent interpersonal, communication, and presentation skills 
• Demonstrated success consulting with customers resolving complex problems
• Experience working with large CSP’s (Communications Service Providers) a plus
• Ability to work in a dynamic, sometimes high pressure, customer facing environment
• Ability to travel on a limited basis to both customer and internal Wind River sites

• Linux server administration experience ideally RHEL, CentOS, Debian, Ubuntu
• Familiar with BMC, boot process, file systems, network devices,
• Familiarity with any shell environment

• Working understanding of virtualization concepts and virtual system administration technologies
• Working Understanding of cloud concepts and architectures

• Working knowledge of the OSI model and related concepts.
• Networking experience including switching, routing, LAN, WAN, VPN, DNS, DHCP, LDAP, Firewalls, NAT
• Familiarity with OS Networking tools such as ping, tracert, tcpdump, WireShark, IP, route, iptables

• Basic scripting experience, preferably in Python, JavaScript or a strong drive and ownership to learn given the appropriate time and resources 

• Familiarity with HPE, Dell, etc Server peripherals such as BMC, USB boot up drives, pxeboot, SSD/NVMe disk drives and controllers, video controllers, network interfaces, network accelerator cards, keyboard & mouse controllers as well as associated cables, power supplies and backplanes
• Experience troubleshooting all aspects of Server operation, from problems during initial turn up to hardware and post configuration-related issues of system operation.

• Working knowledge of enterprise storage and storage-clusters solutions like Database, NAS, SAN, vSAN, Cloud Storage
• Familiarity with ephemeral and persistent storage such as ceph

• Experience with containers and containerization platforms such as Docker
• Experience or familiarity managing containers in a Kubernetes environment
• Managing groups of servers using Ansible playbooks a plus

• BS/BA, BSCS/BSEE degree preferred, plus five years of experience minimum