Product Support Engineer, Level 2

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

📋 Description

• Conduct advanced troubleshooting across software, platforms, integrations, networking, virtualization, and customer deployment layers.

• Analyze intricate product issues, including logs, traces, dumps, configurations, environmental factors, and diagnostic outputs.

• Reproduce customer problems in representative environments.

• Validate workarounds, patches, and other approved solutions.

• Assist in root-cause analysis and identify viable workaround options.

• Identify, document, validate, and track suspected defects.

• Prepare comprehensive technical evidence for L3/Product Engineering.

• Facilitate technical escalations and communicate updates, risks, next steps, and estimated timelines.

• Provide technical mentorship to L1 engineers.

• Enhance troubleshooting procedures and knowledge content.

• Collaborate with Product Engineering, Customer Support, Professional Services, and other teams during investigations and handoffs.

• Operate within Wind River support processes, tools, service-level objectives, escalation protocols, and governance requirements.

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

⛳️ Requirements

• Proven experience in product or enterprise technical support within complex software, embedded systems, cloud platforms, or related technology areas.

• Proficient in advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, and technical documentation.

• Experience in defect management, escalation management, root-cause support, and developing workarounds.

• Ability to clearly articulate complex technical findings to customers and cross-functional stakeholders.

• Capacity to mentor L1 resources and contribute to operational and knowledge management enhancements.

• Practical expertise in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.

• Skills in Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, and performance investigation.

• Familiarity with cloud-native technologies and Kubernetes environments for relevant queues.

• Troubleshooting experience in networking, virtualization, integration, and customer deployment architecture.

• Knowledge of embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.

• Willingness to learn additional Wind River products through formal product training and knowledge transfer.

🏝️ Benefits

• Discretionary annual bonus program based on performance.

• Medical and dental coverage.

• Disability benefits.

• Retirement benefits.

• Paid leave.

• Paid time off.

• Hands-on experience and learning opportunities.

• Opportunities to certify in major platforms.

• Employee learning programs and access to certifications, including Microsoft, Google, Amazon, and Skillsoft.

• Company-wide volunteering and giving platform.

• Inclusion Networks and workplace support.

• Potential medical or religious accommodations related to client, customer, or partner vaccination requirements.