Engineer - Technical Support

at  Wind River

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. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and 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.

QUALIFICATIONS

• Bachelor’s in computer science, Electrical Engineering, Math, Data Science, Physics, or related technical field.
• 2-3 years of experience in customer support preferred.
• Fluent in English.
• Experience with RTOSes including VxWorks and Linux.
• Understanding and experience in high level languages and application of C/C++, Python, RUST etc.
• Understanding of IaaS like AWS, Azure etc. a plus.
• Understanding of applications running in Cloud as SaaS and know-how of tools used in the Cloud.
• Excellent written and oral communication skills.
• Experience with Linux and Windows host environments.
• Experience with device drivers, board support packages (BSPs) and HW design.
• Experience with troubleshooting and debugging issues in a real-time embedded environment.
• Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc.
• Familiarity with major processor families: PowerPC, Intel, RISC-V and ARM, including multi-core.
• Exceptional team player who works well in a collaborative environment.
• Self-managed, fast learner with the desire and ability to master new technologies.

• Debug and resolve customer issues in a timely and professional manner.
• Establish a deep understanding of customer needs for your area of responsibility and leverage those insights to provide outstanding solutions.
• Manage ongoing customer related support cases and defects.
• Maintain a high quality of customer support measured through CSAT, NPS, CES and other internal KPIs.
• Engage in internal and customer facing meetings.
• Work with cross functional teams to improve Wind River support processes.
• Proactively contribute content to the various Knowledge Bases within Wind River
• Document problems for the Knowledge Base so that customers may solve similar problems on their own in the future.
• Be available for after-hours duties in the event there is the need for extended coverage like 24x7 or similar.