Job
Description
Your Role Support customers who are encountering problems on Wind Rivers 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. Your Background BS or MS in Computer Science or related majors. 6-8 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). Yocto Linux experience is an advantage. Experience working with open-source communities and groups Experience working with open-source licensing concepts (GPL etc) Familiar with concepts around Linux security (CVE’s etc). 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.
