Senior Product Support Engineer

Responsibilities

• Provide advanced technical support for Wind River products and technologies.
• Troubleshoot and resolve complex software and system-level customer issues.
• Manage technical incidents, escalations, and defect investigations.
• Analyze system logs, diagnostics, configurations, and product interactions.
• Reproduce customer issues and environments to identify root causes.
• Perform detailed Root Cause Analysis (RCA) across operating systems, hardware, networking, virtualization, and cloud environments.
• Develop technical solutions, workarounds, and remediation recommendations.
• Collaborate with Product Engineering, Customer Experience, Professional Services, and Support teams.
• Provide timely technical updates and serve as a trusted technical advisor to customers.
• Create and maintain technical documentation and knowledge base articles.
• Mentor junior support engineers and share technical best practices.
• Support technical projects, onboarding, knowledge transfer, and continuous improvement initiatives.

Required Skills

Embedded Systems & Operating Systems

• VxWorks RTOS
• Wind River Linux
• Embedded Linux
• Linux Kernel concepts
• Device Drivers
• Board Support Packages (BSP)
• RTOS troubleshooting
• Experience with ARM, Intel, PowerPC, or RISC-V architectures

Programming & Debugging

• Strong C / C++ programming experience
• Python
• Software debugging and code analysis
• Rust is a plus

Cloud, Containers & Virtualization

• Kubernetes
• Docker / Container technologies
• OpenStack
• Virtualization technologies
• Cloud-native applications
• CI/CD and DevOps practices

Networking

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

Technical Support

• Advanced Technical Support
• Customer-facing technical support
• Incident Management
• Escalation Management
• Root Cause Analysis
• Defect Tracking
• Technical Documentation
• Knowledge Management
• Customer Communication

Required Qualifications

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical 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.
• Proven ability to troubleshoot complex software and system-level issues.
• Experience working directly with enterprise customers and technical stakeholders.
• Experience collaborating with software engineering and product development organizations.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience supporting Wind River products.
• Experience with Wind River Cloud Platform (WRCP).
• Experience with Helix Virtualization Platform (HVP).
• Experience with Wind River Simics.
• Experience with Wind River Linux.
• Strong OpenStack and Kubernetes deployment experience.
• Experience supporting customers in aerospace, defense, telecommunications, industrial, or embedded software environments.
• Previous experience as a Premium Support Engineer, Technical Account Engineer, or similar customer-facing technical resource.