product support Engineer

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