Product support Engineer

Role

Senior Product Support Engineer

Remote

The Senior Product Support Engineer provides advanced technical support across Wind River technologies and customer environments. This role serves as a technical expert responsible for troubleshooting complex customer issues, performing root cause analysis, handling escalations, reproducing customer environments, and collaborating with engineering teams to drive resolution.

You will work with embedded software, operating systems, virtualization platforms, cloud environments, networking technologies, and software development tool chains while supporting strategic customers and mission-critical deployments.

• Support customers encountering issues with Wind River products and technologies.
• Manage technical incidents, escalations, and defect investigations.
• Act as a trusted technical advisor to customers and account teams.
• Provide timely customer communication and status updates.
• Serve as a designated Premium Support Engineer when required.
• Coordinate across Product Engineering, Customer Experience, Professional Services, and Support organizations.

• Investigate, reproduce, and troubleshoot complex technical issues.
• Analyze system logs, diagnostics, configurations, and product interactions.
• Perform root cause analysis across hardware, operating systems, networking, virtualization, and cloud layers.
• Develop and communicate technical solutions, workarounds, and remediation recommendations.
• Support defect identification, validation, and escalation activities.
• Create and maintain technical documentation and knowledge base articles.

Provide support for technologies including:

• VxWorks RTOS
• Wind River Linux
• Helix Virtualization Platform (HVP)
• Wind River Cloud Platform (WRCP)
• Embedded Linux environments
• Kubernetes
• Open Stack
• Container technologies
• Networking and virtualization platforms
• Development tool chains and debugging environments

• Mentor junior support engineers.
• Share technical knowledge and best practices across global support teams.
• Support onboarding, knowledge transfer, and readiness activities.
• Drive continuous improvement initiatives within support operations.
• Lead technical projects and initiatives as assigned.

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or related field.
• 8--12 years of experience supporting or developing embedded systems, RTOS, Linux, cloud platforms, or related technologies.
• 3--5 years of customer-facing technical support experience.
• Experience troubleshooting complex software and system-level issues.
• Experience working with enterprise customers and technical stakeholders.
• Experience collaborating with software engineering and product organizations.

• Vx Works
• Embedded Linux
• Linux Kernel concepts
• Device Drivers
• Board Support Packages (BSPs)
• RTOS troubleshooting
• Processor architectures (ARM, Intel, PowerPC, RISC-V)

• C / C++
• Python
• Rust (preferred)
• Debugging and code analysis

• Kubernetes
• Containers
• Open Stack
• Virtualization technologies
• Cloud-native applications
• CI/CD platforms and Dev Ops practices

• TCP/IP
• Routing
• Multicast
• Network diagnostics
• Distributed systems troubleshooting

• Incident Management
• Escalation Management
• Root Cause Analysis
• Knowledge Management
• Defect Tracking
• Technical Documentation
• Customer Communication

• Experience supporting Wind River products.
• Experience with WRCP, HVP, Simics, or Wind River Linux.
• Experience with Open Stack and Kubernetes deployments.
• Experience supporting aerospace, defense, telecommunications, industrial, or embedded software customers.
• Experience serving as a Premium Support Engineer or designated technical account resource.

• Customer Satisfaction (CSAT)
• Escalation Resolution Effectiveness
• SLA Compliance
• Root Cause Analysis Quality
• Knowledge Base Contributions
• Technical Leadership and Mentoring
• Resource Readiness and Operational Effectiveness