Senior Member of the Technical Staff - Customer Technical Support

Wind RiverX (WRX) is a mission-driven software company focused on delivering advanced, secure, and resilient solutions that support U.S. defense and national security missions. Our customers use our Wind River Systems Products (on-prem and SaaS) to develop cutting-edge IoT and embedded system devices. 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. 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.

Responsibilities

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; Help customers successfully reach their business goals by implementing Wind River's products and services; Jump into labs and duplicate customer environments, systems, and devices; Master skills in a wide range of Wind River tools such as IDEs, compilers, etc.; Work closely with end-users, stakeholders, and developers within Wind River customer support operations to assess, troubleshoot, and solve complex multi-layered issues; 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; Act as single point of contact (Premium Support Engineer) for Premium Support Customers if needed; Provide on-site support and training to customers if needed; 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

Requirements

BS or MS in Computer Science or related majors; 8-12 years experience with RTOSes like embedded Linux; 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; 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.; 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

Nice to have

3-5 years of customer facing role experience; Experience with some of technologies like NFV, OpenStack, DPDK, DPI, SDN, embedded Linux & security-enhanced Linux, virtualization, VOIP, networking security

Benefits

Bonus for Washington, DC, residents; Health insurance; Dental insurance; Vision insurance; Life insurance; Flex time off; Eligibility to enroll in 401k; 12 paid holidays