Product Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage, prioritize, assign, monitor, and update support cases within the support framework.

• Gather, verify, and analyze information reported by customers, including logs, traces, configurations, and other diagnostic data.

• Conduct initial troubleshooting and basic issue isolation following approved procedures and knowledge resources.

• Attempt to reproduce issues and identify potential causes where possible within the established scope.

• Implement documented solutions and established procedures; record findings, actions taken, next steps, and resolution status.

• Forward or escalate cases to L2/L3 based on their complexity, impact, and escalation guidelines.

• Provide updates on case status, next steps, and resolution strategies in line with customer expectations and service-level goals.

• Develop and maintain support documentation and knowledge resources.

• Engage in case transitions and operational reporting.

• Adhere to necessary support processes, tools, service-level targets, escalation protocols, and governance standards.

• Assist in identifying, documenting, reproducing, validating defects, and coordinating with engineering teams.

• Complete essential onboarding, product training, security, compliance, access, and operational readiness tasks before deployment.

⛳️ Requirements

• Experience in customer support or product support relevant to the assigned band.

• Basic to strong technical troubleshooting and diagnostic abilities, demonstrating increased independence from 5P to 6BP.

• Understanding of case, ticket lifecycle, and escalation processes.

• Strong written and verbal communication skills for effective customer interaction and stakeholder engagement.

• Capability to accurately capture issue details and transform validated solutions into reusable knowledge content.

• Ability to function effectively in a structured support environment and collaborate across different functions.

• Fundamental knowledge of Wind River products pertinent to the assigned queue.

• Basic understanding of VxWorks and embedded technology.

• Knowledge of Wind River Linux fundamentals; Linux administration and troubleshooting skills.

• Understanding of hypervisors, networking, virtualization, customer deployment architecture, log analysis, and diagnostic tools.

• Familiarity with cloud-native technologies and Kubernetes as they relate to Wind River Cloud Platform roles.

• Awareness of embedded development tools, including compilers, debuggers, and IDEs.

• Completion of necessary onboarding, product training, security, compliance, access, and operational readiness activities prior to deployment.

🏝️ Benefits

• Practical experience.

• Opportunities for learning.

• Potential to obtain certifications in all four major platforms.

• Employee learning initiatives with access to certifications from Microsoft, Google, Amazon, Skillsoft, and many others.

• Company-wide volunteering and giving platform.

• Ability to donate, initiate fundraisers, volunteer, and explore over 2 million non-profit organizations.

• Benefits that promote employee choice, diversity, well-being, and support for employees and their families.

• Medical or religious accommodation for vaccination requirements, where applicable.