Role : Senior Product Support Engineer
Location : 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 toolchains while supporting strategic customers and mission-critical deployments.
Responsibilities
Customer Support & Escalation Management
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.
Technical Investigation & Problem Resolution
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.
Product & Platform Expertise
Provide support for technologies including:
VxWorks RTOS
Wind River Linux
Helix Virtualization Platform (HVP)
Wind River Cloud Platform (WRCP)
Embedded Linux environments
Kubernetes
OpenStack
Container technologies
Networking and virtualization platforms
Development toolchains and debugging environments
Leadership & Knowledge Sharing
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.
Required Professional Experience
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.
Required Technical Skills
Embedded & Operating Systems
VxWorks
Embedded Linux
Linux Kernel concepts
Device Drivers
Board Support Packages (BSPs)
RTOS troubleshooting
Processor architectures (ARM, Intel, PowerPC, RISC-V)
Programming
C / C++
Python
Rust (preferred)
Debugging and code analysis
Cloud & Virtualization
Kubernetes
Containers
OpenStack
Virtualization technologies
Cloud-native applications
CI/CD platforms and DevOps practices
Networking
TCP/IP
Routing
Multicast
Network diagnostics
Distributed systems troubleshooting
Support Operations
Incident Management
Escalation Management
Root Cause Analysis
Knowledge Management
Defect Tracking
Technical Documentation
Customer Communication
Preferred Qualifications
Experience supporting Wind River products.
Experience with WRCP, HVP, Simics, or Wind River Linux.
Experience with OpenStack 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.
Success Measures
Customer Satisfaction (CSAT)
Escalation Resolution Effectiveness
SLA Compliance
Root Cause Analysis Quality
Knowledge Base Contributions
Technical Leadership and Mentoring
Resource Readiness and Operational Effectiveness
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