product support Engineer

Role Senior Product Support Engineer Location Remote The Senior Product Support Engineer provides advanced technical support across Wind River technologies and customer environments. This role serves as a technical expert responsible for troubleshooting complex customer issues, performing root cause analysis, handling escalations, reproducing customer environments, and collaborating with engineering teams to drive resolution. You will work with embedded software, operating systems, virtualization platforms, cloud environments, networking technologies, and software development toolchains while supporting strategic customers and mission-critical deployments. Responsibilities Customer Support & Escalation Management Support customers encountering issues with Wind River products and technologies. Manage technical incidents, escalations, and defect investigations. Act as a trusted technical advisor to customers and account teams. Provide timely customer communication and status updates. Serve as a designated Premium Support Engineer when required. Coordinate across Product Engineering, Customer Experience, Professional Services, and Support organizations. Technical Investigation & Problem Resolution Investigate, reproduce, and troubleshoot complex technical issues. Analyze system logs, diagnostics, configurations, and product interactions. Perform root cause analysis across hardware, operating systems, networking, virtualization, and cloud layers. Develop and communicate technical solutions, workarounds, and remediation recommendations. Support defect identification, validation, and escalation activities. Create and maintain technical documentation and knowledge base articles. Product & Platform Expertise Provide support for technologies including: VxWorks RTOS Wind River Linux Helix Virtualization Platform (HVP) Wind River Cloud Platform (WRCP) Embedded Linux environments Kubernetes OpenStack Container technologies Networking and virtualization platforms Development toolchains and debugging environments Leadership & Knowledge Sharing Mentor junior support engineers. Share technical knowledge and best practices across global support teams. Support onboarding, knowledge transfer, and readiness activities. Drive continuous improvement initiatives within support operations. Lead technical projects and initiatives as assigned. Required Professional Experience Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or related field. 8--12 years of experience supporting or developing embedded systems, RTOS, Linux, cloud platforms, or related technologies. 3--5 years of customer-facing technical support experience. Experience troubleshooting complex software and system-level issues. Experience working with enterprise customers and technical stakeholders. Experience collaborating with software engineering and product organizations. Required Technical Skills Embedded & Operating Systems VxWorks Embedded Linux Linux Kernel concepts Device Drivers Board Support Packages (BSPs) RTOS troubleshooting Processor architectures (ARM, Intel, PowerPC, RISC-V) Programming C / C++ Python Rust (preferred) Debugging and code analysis Cloud & Virtualization Kubernetes Containers OpenStack Virtualization technologies Cloud-native applications CI/CD platforms and DevOps practices Networking TCP/IP Routing Multicast Network diagnostics Distributed systems troubleshooting Support Operations Incident Management Escalation Management Root Cause Analysis Knowledge Management Defect Tracking Technical Documentation Customer Communication Preferred Qualifications Experience supporting Wind River products. Experience with WRCP, HVP, Simics, or Wind River Linux. Experience with OpenStack and Kubernetes deployments. Experience supporting aerospace, defense, telecommunications, industrial, or embedded software customers. Experience serving as a Premium Support Engineer or designated technical account resource. Success Measures Customer Satisfaction (CSAT) Escalation Resolution Effectiveness SLA Compliance Root Cause Analysis Quality Knowledge Base Contributions Technical Leadership and Mentoring Resource Readiness and Operational Effectiveness #J-18808-Ljbffr