Customer Technical Support Engineer

Wind River Huntsville , AL 35801

Posted 3 weeks ago

In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformations of our customers with a new generation of Mission Critical AI Systems, in a world with the most exacting standards for safety, security, performance, and reliability. Success will be determined by our ability to innovate with velocity and deliver at the solutions level.

Wind River's impact spans critical infrastructure domains such as telecommunications, including 5G; industrial (automation, sustainable energy, robotics, mining), connected healthcare and medical devices, automotive (connected and self-driving vehicles), and aerospace & defense. We were recognized by VDC Research in July 2020 as #1 in Edge Compute OS Platforms, overtaking Microsoft as the overall commercial leader. Wind River regularly wins industry recognitions for excellence in IoT security, cloud and edge computing, as well as 8 consecutive years as a "Top Work Place". If you're passionate about amplifying your impact on the world, in a caring, respectful culture with a growth mindset, come join us and help lead the way into the future of the intelligent edge!

ABOUT THE OPPORTUNITY

Use your expertise and knowledge of networking, telecom, and cloud services technologies to provide technical support for Communications Service Providers and other customers utilizing the Wind River Cloud Platform. In a dynamic, customer facing environment, you will partner with customers as they deploy and operate their solutions on the Wind River cloud infrastructure. Primary functions will include Technical Support, Software Upgrades and Patching, and recovering systems during full or partial outages on a live carrier network. Role will be the primary interface into our customers and be the driver of customer facing SLA's. A commitment to quality and a belief in building true partnerships with carrier-grade customers will be crucial for success in this role.

Interface & Collaboration

  • This opportunity will see the successful candidate working and collaborating with engineers and technicians at all levels, including management layers, across multiple product lines. Wind River Engineering and Technical Support works globally to deliver our products, from Canada to the US, to China, Costa Rica, Romania and beyond.

  • Wind River's engineers get to interface and work with cross-organizational teams in understanding and providing for our customer's needs, wants and pain points, seeing firsthand what drives the business and revenue today and tomorrow.

Responsibilities

  • Global Technical Support for the Wind River Cloud Platform ( will involve rotating shifts and or pager duty)

  • Primary owners of service SLA's

  • Software Upgrades and Patching

  • Emergency Recovery for outages reported by customers

  • Customer advocate

  • Continuous learning

ABOUT YOU

  • BS/BA, BSCS/BSEE degree preferred, can off-set with relevant experience

  • Minimum 3 years' experience working in a customer facing, direct support role

  • Expertise or working experience in virtualization and cloud computing

  • Expertise or working experience in container/Kubernetes technologies

  • Experience working with large CSP's (Communications Service Providers) a plus

  • Exposure to SDN, Network Function Virtualization

  • Working/functional knowledge of network stacks, switching, routing etc.

  • Fundamental wireless/cellular/telecom knowledge

  • Excellent troubleshooting and problem solving skills

  • Excellent interpersonal and communication skills

  • Ability to work in a dynamic, sometimes fast paced, customer facing environment

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Customer Technical Support Engineer

Wind River