Senior Engineer - Technical Support

Job Description & Details – WR Studio

Job Title 

Senior Engineer - Technical Support – ID1

Organisational Reporting 

Director - Technical Support 

Job Code 

103008 

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.

Our customers use our 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 experience.

You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only OS issues but the possible interaction problems between the hardware design and the software applications of our customers throughout their life-cycle and help them successfully reach their business goals by implementing Wind River’s products and services. 

You will need to be sharp and self-driven to jump into our labs and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River tools such as IDEs, compilers, etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions.

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 (hardware, software and everything in between).

Mission 

 Responsibilities & Accountabilities 

•        · Debug and resolve customer issues in a timely and professional manner.
•        · Establish a deep understanding of customer needs for your area and leverage those insights to provide
•        outstanding solutions.
•        · Manage ongoing bugs/incidents, 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
•        · Document Problems for Knowledge Base so that customers may solve similar problems on their own in
•        the future.
•        · Be available for after-hours duties in case if there is need for 24/7/365 coverage.

Performance Measurement 

•        · CSAT, NPS, CES SLA compliance.
•        · Achievement of Objective and Key Results (OKRs) as set by management.
•        · Review of Key Performance Indicators (KPIs)

Person Specification 

Educational Requirements 

Bachelor or Masters degree in Computer Science, Electrical Engineering, Math, Data Science, Physics, or related technical field. 

Experience/ Competencies 

• 4-6 years’ experience with any Linux distributions (E.g., like Debian, RHEL, etc.) with 3-5 years of customer-facing role experience preferred. 
• Experience in Device Drivers, BSP, HW design, Networking and other technologies used in Linux embedded system applications.
• Understanding and experience in high level languages and application of C/C++ RUST, Python etc.
• Experience in DevOps CI/CD, Dockers, Kubernetes, Git (or Github/Gitlab).
• Experience in Linux and Windows host environments.
• Troubleshooting and debugging issues in a Linux environment.
• 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.

Optional

• Yocto Linux experience is an advantage.
• Familiar with open-source licensing concepts (GPL etc.)
• Familiar with concepts around Linux security (CVEs. Etc.)