Member of Technical Staff Technical Support

Your Role

• Support customers who are encountering problems on Wind Rivers products.
• Communicate effectively with customers to resolve their problems.
• Communicate effectively with account teams on customer issues.
• 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.

Your Background

• BS or MS in Computer Science or related majors.
• 6-8 years experience with RTOSes like embedded Linux required with 3-5 years of customer facing role experience preferred.
• Knowledge and experience working with binary Linux distributions (Debian, CentOS).
• Yocto Linux experience is an advantage.
• Experience working with open-source communities and groups
• Experience working with open-source licensing concepts (GPL etc)
• Familiar with concepts around Linux security (CVE’s etc).
• Experience in Device Drivers, BSP, HW design, Networking and other technologies used in embedded system applications.
• Understanding and experience in high level languages and application of C/C++ RUST, Python etc.
• Understanding of applications running in Cloud as SaaS and know-how of tools used in Cloud.
• Experience in DevOps CI/CD, Dockers, Kubernetes, Git (or Github/Gitlab).
• Experience in Linux and Windows host environments.
• Troubleshooting and debugging issues in a real-time embedded environment.
• Familiarity of major processor families: PowerPC, Intel and ARM and RISC-V, including multi-core.
• Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc.
• Experience with some of technologies like NFV, OpenStack, DPDK, DPI, SDN, embedded Linux & security-enhanced Linux, virtualization, VOIP, networking security 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.
• Frequently 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.