Senior Member of the Technical Staff - Customer Technical SupportYOUR ROLE 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 YOUCore Competencies & Demonstrated Success- Support customers who are encountering problems on Wind River's 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
Qualifications- BS or MS in Computer Science or related majors.
- 8-12 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).
- 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
COMPENSATION The annual base salary range for this role's listed grade level is $130000 to $180000 plus a bonus for Washington, DC, residents. Salary ranges are determined through interviews and a review of the education, experience, knowledge, skills, location, and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, and 12 paid holidays
SECURITY CLEARANCE REQUIREMENTS Successful candidates must engage in a security clearance process in regard to their citizenship in order to perform fundamental job duties, as per applicable law. In particular, candidates with certain citizenship may not be able to perform such fundamental job duties. Currently, this includes citizens of the following countries: Belarus; Burma; China; Cuba; Iran; North Korea; Syria; Venezuela; Afghanistan; Cambodia; Central African Republic; Cyprus; Democratic Republic of Congo; Ethiopia; Eritrea; Haiti; Iraq; Lebanon; Libya; Russia; Somalia; South Sudan; Sudan; Zimbabwe. The security clearance process may take a significant amount of time to complete, and any offer of employment will be contingent on the candidate's legal ability to perform the fundamental job duties. Wind RiverX is committed to meeting its obligations to candidates under applicable human rights law and privacy law in this regard.
