Member of Technical Staff – Embedded Technical Support - job 2 of 3

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 in NASA space missions — such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers — and in recent 5G milestones — including the world’s first successful 5G data session with Verizon and in building one 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. Wind River Systems products include RTOS and

DevOps/DevSecOps suites which help to assist and accelerate digital transformation. Our customers use Wind River Systems Products to develop cutting-edge, mission critical IoT and embedded system devices that will enable the next generation of technology and user experiences.

You will support our customers using Wind River products focusing on Wind River Linux (WRL) and Helix Virtual Platform (HVP). It will require you to engage with customers to solve complex problems, provide them detailed answers to achieve desired workflows, and communicate and collaborate with the Wind River development team to provide world class service to our customers.

You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only OS issues but also for possible interaction problems between the hardware design and the software applications of our customers throughout their lifecycle to help them successfully reach their business goals by implementing Wind River’s products and services. Experience in software development/ support as well as supporting SaaS environments and applications will be needed.

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 Systems as well as other Cloud tools & technologies including Hypervisor, IDEs, compilers, Docker/Containers, Kubernetes, Jenkins etc., in order to understand customer setups, anticipate or and investigate possible root causes, and provide high-quality solutions.

This position works 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).

Responsibilities

• 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 and other platforms as needed.
• Participate in support process improvement activities.
• Mentor local and global Customer Support Engineers (CSEs).
• Provide support and training to internal users.
• If needed, act as single point of contact (Premium Support Engineer) for Premium Support Customers.
• On-site customer support and training possible.
• 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.
• Although not the norm, when 24/7 support is needed, we work with our people to accommodate their personal lives when building the rotation schedule.

About You

• 6-8 years experience in RTOS/ SW/ Cloud technology is required with 3-5 years in a customer facing role preferred. The focus of this role is to support Wind River Linux.
• Solid understanding of fundamentals of cloud computing and hosting platforms such as AWS and Azure.
• Experience with RTOSes such as VxWorks and Linux. Familiarity with Wind River Systems product a plus.
• Must have experience building, testing, debugging, and porting Linux kernel code across different versions and operating system variants such as Yocto.
• Extensive knowledge of Linux-based operating systems environments (CentOS, WR Linux are preferred) including hardware, software, networking and storage.
• Experience in device drivers, BSP, HW design, networking and other technologies used in embedded system applications.
• Familiarity with DevOps, CI/CD, Dockers, Kubernetes and associated tools.
• Troubleshooting and debugging issues in a real-time embedded environment on various hardware to include embedded processing boards, rack servers, and chassis subsystems.
• Familiarity of major processor families: PowerPC, Intel and ARM and RISC-V, including multi-core and assembly language.
• Understanding of networking applications, core TCP/IP, Multicasting, Routing, etc.
• Understanding of information security practices (cryptography, privilege separation, etc.)
• Understanding and experience in high level languages and application of C/C++, GO/ RUST, Bash, Python, etc.
• Experience in virtualization/containerization technologies like KVM, docker, Containerd. Experience working with Xen-based virtualization as well as usage and testing on Linux systems is a plus.
• Deep understanding of system level components like Systemd, Sysvinit, Udev management, etc. Capable of building custom images and creating new Systemd services.
• Experience in standard opensource cloud technologies like Kubernetes, Openstack, helm, microservices etc. Candidate should be able to write templates to create K8s pods with custom requirements which runs micro-services.
• Exceptional team player who works well in a 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 and customer issues simultaneously.
• Provide assistance and training to less experienced CSEs.
• Should be able to represent the Customer Support Organization (CSO) in discussions with product Managers, engineering, sales, etc.
• Able to lead projects and make decisions independently.
• Experience with technologies such as NFV, OpenStack, DPDK, DPI, SDN, embedded Linux & security-enhanced Linux, virtualization, VoIP, and networking security a plus.

Qualifications

• 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.
• Due to security requirements, this is a US Person-only position.
• May require security clearance.

Benefits

• Flexible home office! We offer the flexibility of a hybrid work schedule or 100% remote
• Named Top Workplace for the 8th year in a row
• Wind River’s commitment to DEIB
• 100% Employee covered Medical, Dental, and Vision insurance*
• Flexible Time Off policy* + 12 observed Holidays
• 401K with company match
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Wellness Benefits through Unmind

• varies by region and country

Compensation:

The annual base salary range for this role’s listed grade level is currently $89,700-$121,060 plus bonus for Colorado, New York and New Jersey residents, and $106,100-143,200 plus bonus for California and Washington residents. Salary ranges are determined through interviews and a review of 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, 12 paid holidays.

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