9171 - Engineer - Technical Support
hace 3 semanas
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 experiences.
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 and help them successfully reach their business goals by implementing Wind River's products and services.
Wind River Systems products include Ai/ ML suites which assists with digital transformation.
You are expected to be able to use and support these suites.
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 on 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).
PRIMARY RESPONSIBILITIES Debug and resolve customer issues in a timely and professional manner.
Establish a deep understanding of customer needs for your area of responsibility and leverage those insights to provide outstanding solutions.
Manage ongoing customer related support cases and defects.
Maintain a high quality of customer support measured through CSAT, NPS, CES and other internal KPIs.
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 the Knowledge Base so that customers may solve similar problems on their own in the future.
Be available for after-hours duties in the event there is the need for extended coverage like 24x7 or similar.
QUALIFICATIONS Bachelor's in computer science, Electrical Engineering, Math, Data Science, Physics, or related technical field.
2-3 years of experience in customer support preferred.
Fluent in English.
Experience with RTOSes including VxWorks and Linux.
Understanding and experience in high level languages and application of C/C++, Python, RUST etc.
Understanding of IaaS like AWS, Azure etc.
a plus.
Understanding of applications running in Cloud as SaaS and know-how of tools used in the Cloud.
Excellent written and oral communication skills.
Experience with Linux and Windows host environments.
Experience with device drivers, board support packages (BSPs) and HW design.
Experience with troubleshooting and debugging issues in a real-time embedded environment.
Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc.
Familiarity with major processor families: PowerPC, Intel, RISC-V and ARM, including multi-core.
Exceptional team player who works well in a collaborative environment.
Self-managed, fast learner with the desire and ability to master new technologies.
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 #LI-AL1
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