Product Support Lead
DCM INFOTECH LIMITED
Job Title
Investigate and troubleshoot:
- Reproduce customer environments in 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 required
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 Sales
Technical Skills Requirement:
- VxWorks & RTOS Kernel, file systems, BSPs, drivers, real-time debugging, processor architectures
- Wind 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
- 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-base authoring, premium support, technical training, or escalation leadership
Vacancy posted 1 day ago
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