Product Support Engineer

Eversoft Technologies LLC

United States

1 day ago

Apply on www.dice.com

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Cloud Computing Static Program Analysis Computer Programming Computer Engineering Continuous Integration Software Debugging Linux DevOps Device Drivers Distributed Systems Linux on Embedded Systems Embedded Software

+20 more

Python (Programming Language) Knowledge Management Linux Kernel Multicasting Network Diagnostics Routing OpenStack Real-Time Operating Systems Powerpc Reduced Instruction Set Computing Software Engineering TCP/IP Virtualization Technology VxWorks Cloud Platform System Spring Cloud Containerization Kubernetes Information Technology Docker

Job description

Provide advanced technical support for Wind River products and technologies.
Troubleshoot and resolve complex software and system-level customer issues.
Manage technical incidents, escalations, and defect investigations.
Analyze system logs, diagnostics, configurations, and product interactions.
Reproduce customer issues and environments to identify root causes.
Perform detailed Root Cause Analysis (RCA) across operating systems, hardware, networking, virtualization, and cloud environments.
Develop technical solutions, workarounds, and remediation recommendations.
Collaborate with Product Engineering, Customer Experience, Professional Services, and Support teams.
Provide timely technical updates and serve as a trusted technical advisor to customers.
Create and maintain technical documentation and knowledge base articles.
Mentor junior support engineers and share technical best practices.
Support technical projects, onboarding, knowledge transfer, and continuous improvement initiatives.

Requirements

VxWorks RTOS
Wind River Linux
Embedded Linux
Linux Kernel concepts
Device Drivers
Board Support Packages (BSP)
RTOS troubleshooting
Experience with ARM, Intel, PowerPC, or RISC-V architectures

Programming & Debugging

Strong C / C++ programming experience
Python
Software debugging and code analysis
Rust is a plus

Cloud, Containers & Virtualization

Kubernetes
Docker / Container technologies
OpenStack
Virtualization technologies
Cloud-native applications
CI/CD and DevOps practices

Networking

TCP/IP
Routing
Multicast
Network diagnostics
Distributed systems troubleshooting

Technical Support

Advanced Technical Support
Customer-facing technical support
Incident Management
Escalation Management
Root Cause Analysis
Defect Tracking
Technical Documentation
Knowledge Management
Customer Communication, * Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical 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.
Proven ability to troubleshoot complex software and system-level issues.
Experience working directly with enterprise customers and technical stakeholders.
Experience collaborating with software engineering and product development organizations.
Strong written and verbal communication skills., * Experience supporting Wind River products.
Experience with Wind River Cloud Platform (WRCP).
Experience with Helix Virtualization Platform (HVP).
Experience with Wind River Simics.
Experience with Wind River Linux.
Strong OpenStack and Kubernetes deployment experience.
Experience supporting customers in aerospace, defense, telecommunications, industrial, or embedded software environments.
Previous experience as a Premium Support Engineer, Technical Account Engineer, or similar customer-facing technical resource.