Member of Technical Staff – Tech Support – P4 MTS
Location: India, Bangalore
ABOUT WIND RIVER
Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy.
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The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones, including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.
The company has received industry recognition for its technology innovation and leadership and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world.
ABOUT THE OPPORTUNITY
If you’re a curious and collaborative engineer, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group.
Our customers use our Wind River Systems Products (on-prem and SaaS) to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology user experiences.
You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only for OS issues but the possible interaction problems between the hardware design and the software applications of our customers throughout their life-cycle and help them successfully reach their business goals by implementing Wind River’s products and services.
You will need to be sharp and self-driven to jump into our labs and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River tools such as IDEs, compilers, etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions.
You will work closely with end-users, stakeholders, and developers within Wind River customer support operations to assess, troubleshoot, and solve complex multi-layered issues (hardware, software and everything in between).
Responsibilities:
- Provide expert technical support for Wind River products, resolving customer issues effectively.
- Handle escalations and act as a single point of contact for premium customers, if required.
- Document issues and solutions comprehensively for internal records and the knowledge base.
- Develop technical content for online support and contribute proactively to process improvements.
- Mentor and train local/global support engineers and internal teams.
- Collaborate with stakeholders, including product managers and sales teams, for issue resolution.
- Provide on-site support and training when needed, ensuring high-quality customer interactions.
- Maintain availability for after-hours duties to support 24/7/365 coverage as required.
Key Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, or a related technical field.
- 6-8 years of cloud-based operations and customer support experience.
- Proficiency in cloud platforms (Azure/AWS), DevOps tools, Kubernetes, and containerization technologies.
- Strong skills in C/C++, shell/Python scripting, YAML, and version control systems.
- Knowledge of cloud-native networking, system architecture, and Linux-based virtualization.
- Excellent communication, problem-solving skills, and ability to work independently.
BENEFITS
- Workplace Flexibility: Hybrid Work.
- Medical insurance: Group Medical Insurance coverage.
- Additional shared cost medical benefit in the form of reimbursements.
- Employee Assistance Program.
- Vacation and Time off: Employees are eligible for various types of paid time off.
- Additional Time off’s – Birthday, Volunteer Time off, Wedding.
- Wellness Benefits through Unmind