Customer Technical Support
3+ months ago• Santa Ana, Costa Rica
This job is no longer available.
Sr. Customer Support Engineer (Wind River Studio)
(LOCATION) Costa Rica
About Wind River:
In a world driven by software innovation, Wind River is at the forefront of pioneering technologies that accelerate our customers' digital transformations. We focus on Mission Critical AI Systems built with the highest safety, security, performance, and reliability standards. We are dedicated to innovation, velocity, and delivering solutions that significantly impact critical infrastructure domains, including telecommunications, industrial automation, healthcare, automotive, and aerospace & defense. Recognized as a leader in Edge Compute OS Platforms, IoT security, cloud, and edge computing, we are committed to creating a future where intelligence meets the edge.
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, Inc. is a global leader in delivering software for mission-critical intelligent systems. The company specializes in developing embedded system and cloud software, including real-time operating systems, industry-specific software, simulation technology, development tools, and middleware.
The focus of this role is to help the customers who use Wind River Systems Products (on-prem and SaaS) to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology user experiences. Our engineers are driven by a desire to protect mission-critical and safety-critical systems.
You will need to be sharp and self-driven to jump into our labs/ reference environment and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River Systems and other Cloud tools & technologies such as Hypervisor, IDEs, compilers, Dockers/ Container, Kubernetes, Jenkins etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions.
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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).
Job Title:
Sr. Customer Support Engineer
Organizational Reporting:
Director/ Manager, Engineering - Technical Support
Job Responsibilities:
Some of the responsibilities, but not limited to, are:
- Debug and resolve customer issues in a timely and professional manner.
- Manage ongoing bugs/incidents, escalations, system configuration and testing for Wind River products.
- 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.
- Communicate effectively with customers and other stockholders to resolve their problems.
- Document customer issues and resolutions accurately and thoroughly.
- Participate in support process improvement activities.
- Collaborate and provide assistance to internal customers.
- If needed, act as single point of contact (Premium Support Engineer) for Premium Support Customers.
- Be available for after-hours duties if there is need.
Performance Measurement:
- 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.
Qualifications:
- 4-6 years’ experience in administration and production operations supporting a cloud-based environment required with 3-5 years of customer facing role experience preferred.
- Understanding of Cloud vs. on premise computing. Solid understanding of fundamentals of cloud computing.
- Experience with Azure or Amazon AWS or similar SaaS solutions.
- Experience in C/C++ and shell/ Python scripting.
- Familiarity with DevOps CI/CD, Dockers, Kubernetes and involved tools.
- Experience in virtualization/containerization technologies like KVM, docker, containerd. Experience working with Xen-based virtualization as well as using and testing on Linux systems is a plus.
- Experience in standard opensource cloud technologies like Kuberenetes, openstack, helm, microservices etc. Candidate should be able to write templates to create K8s pods with custom requirements that runs micro-services.
- Basic understanding of Hardware and knowledge of BIOS and firmware upgrades etc. The candidate should really have an understanding of computing/networking architecture of a system.
- Experience in YAML, Gitlab, Jenkins or Tekton
- Understanding of Cloud-Native networking technologies like Calico, Istio, Prometheus
- Experience in VxWorks or Wind River Linux will be 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.
- 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.
Educational Requirements:
- Bachelor's or master's degree in computer science or related field.
Location(s): Costa Rica
BENEFITS
- Workplace Flexibility: Hybrid Work
- Medical insurance: Private health insurance
- Vacation and Time off: Employees are eligible for various types of paid time off.
- Wellness reimbursement: To promote healthy living and encourage employees’ well-being.
- Tuition reimbursement
- Employee association
- Wellness Benefits through Unmind
#LI-CM1
Client-provided location(s): Santa Ana, Costa Rica
Job ID: of9lvfwY
Employment Type: OTHER
Posted: 2025-01-30T23:38:25
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion