Product Support Engineer

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

📋 Description

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

• Gather, validate, and analyze information reported by customers, including logs, traces, configuration details, and other diagnostic data.

• Conduct initial troubleshooting and basic issue identification using established procedures and knowledge articles.

• Replicate issues and determine probable causes whenever possible within the designated scope.

• Implement documented solutions and follow approved procedures.

• Record findings, actions taken, next steps, and resolution status.

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

• Communicate the status of cases, next steps, and resolution strategies in line with customer standards and service-level objectives.

• Develop and maintain support documentation and knowledge articles.

• Engage in case transitions and operational reporting.

• Assist in defect identification, documentation, reproduction, validation, and coordination with engineering.

• Complete necessary onboarding, product training, security, compliance, access, and operational readiness tasks prior to deployment.

• Adhere to required support processes, tools, service-level objectives, escalation procedures, and governance requirements.

⛳️ Requirements

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

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

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

• Proficient in clear written and verbal communication with customers and stakeholders.

• Ability to accurately capture issue details and transform validated resolutions into reusable knowledge content.

• Capability to operate in a structured support environment and collaborate across various functions.

• Understanding of Wind River product fundamentals pertinent to the assigned queue.

• Basics 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 assignments.

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

🏝️ Benefits

• Discretionary annual bonus program linked to performance.

• Medical and dental insurance coverage.

• Disability benefits.

• Retirement benefits.

• Paid leave.

• Paid time off.

• Be Well programs promoting financial, mental, physical, and social health.

• Certification opportunities with Microsoft, Google, and Amazon.

• Coaching and hands-on learning experiences.

• Personalized development goals and ongoing feedback.

• Flexible and supportive work environment.

• Learning opportunities and chances to certify in four major platforms.