Product Support Lead

Job Description:

Years of experience: 10-15 years

Investigate and troubleshoot:

• Reproduce customer environments in internal internal labs
• Analyze OS, hardware, software, networking, and application interactions
• Debug real-time and embedded environments
• Identify root causes, workarounds, and next actions

Own customer resolution:

• Communicate clearly with customers and account teams
• Manage escalations and critical technical cases
• Document findings, issue histories, and resolutions
• Support premium customers and on-site engagements when require

Scale team knowledge

• Create reusable knowledge-base content
• Improve support processes and technical playbooks
• Mentor less-experienced support engineers
• Represent support with Product Management, Engineering, and Sale

Technical Skills Requirement

• VxWorks & RTOS Kernel, file systems, BSPs, drivers, real-time debugging, processor architectures
• 0Wind River Linux Linux kernel and Yocto, systemd, udev, networking, storage, containers, and platform integration
• HVP & virtualization Type-1 hypervisors, partitioning, virtualization, hardware/software interactions, and safety-critical environments
• Workbench, Diab & LLVM Eclipse-based IDEs, compilers, GCC, Clang, build systems, Makefiles and toolchain diagnostics 0
• Simics & simulation Client Simics, QEMU, Python, C, YAML, DML, build environments and simulated system behavior

Required experience :

• Eight or more years of technical experience in embedded, RTOS, Linux, platform engineering, or closely related domains
• Customer-facing troubleshooting, engineering, consulting, or professional-services experience
• Strong debugging capability across hardware, operating-system, networking, and application layers
• C/C++ plus scripting or automation experience
• Ability to lead investigations, mentor others, and make independent technical decisions

Preferred experience:

• Wind River products and mission-critical customer environments
• BSPs, device drivers, embedded hardware, processor architectures, and core networking
• Virtualization, hypervisors, cloud, containers, Kubernetes, OpenStack, or DevOps toolchains
• Aerospace, defense, telecommunications, industrial, or other safety critical systems
• Knowledge-based authoring, premium support, technical training, or escalation leadership