Product Support Lead

Product Support Lead

Remote

6 Months plus

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

Donato Technologies Inc. is a trusted IT staffing, consulting, and software development partner headquartered in Dallas, Texas. We support clients across industries by understanding their unique business needs and delivering tailored technology and workforce solutions. Our focus is on connecting the right talent with the right opportunity-ensuring clients receive dependable, skilled professionals and candidates receive meaningful career growth and support. We work closely with small to mid-sized organizations to provide flexible, high-quality services that drive performance, innovation, and long-term success.