Product Support Engineer

Senior Product Support Engineer

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 they 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

Use your expertise and knowledge of networking, telecom, and cloud services technologies to provide technical and product support for Communications Service Providers and other customers utilizing the Wind River Cloud Platform. In a dynamic, customer-facing environment, you will partner with customers as they deploy and operate their solutions on the Wind River cloud infrastructure. Primary functions will include Technical/Product Support, Deployment & Integration Support, Upgrades and Patching, and recovering systems during full or partial outages on a live carrier network. Role will evolve to include activities such as solution validation, software validation, account support, Methods and Procedures development, knowledge transfers, internal training, etc. It is critical that the individual in this role be constantly developing and deepening his/her expertise in the Wind River Cloud Platform and industry technologies to become true product experts for both internal and external customers.

Interface & Collaboration

• 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.

Responsibilities & Accountabilities

• 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

Performance Measurement

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

Educational Requirements

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

General Experience/ Competencies

• 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

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

Cloud

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

Networking

• 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

Scripting

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

Hardware

• 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

Storage

• 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

Automation

• 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

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

** varies by region and country

Compensation:

The annual base salary range for this role’s listed grade level is currently $110,300- $148,940 plus bonus for Colorado, New York, and New Jersey residents, and $122,000-$164,700 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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