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Wind River

Member of Technical Staff - Cloud Product Support

Full-Time















Job Description  

Job Title & Purpose  

Job Title  

CSP Product Support Engineer  

Organizational Reporting  

Job Code  

Manager, CSP Product Support  

Purpose of the Job  

Wind River believes that some things are so important they simply cannot fail. That is why we exist. Wind River  

software has been running the computing systems of the most important critical infrastructure that demand the  

highest standards for safety, security, performance, and reliability. Found in more than 2 billion devices, Wind  

River is pioneering edge compute technologies to accelerate the evolution from automated devices to  

autonomous systems and we have a place for you!  

ABOUT THE OPPORTUNITY  

Use your expertise and knowledge of networking, telecom, and cloud services technologies to provide  

technical and product 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/Product Support, Deployment & Integration Support, Upgrades and Patching, and recovering  

systems during full or partial outages on a live carrier network. Role will evolve to include activities such as  

solution validation, software validation, account support, Methods and Procedures development, knowledge  

transfers, internal training, etc. It is critical that the individual in this role be constantly developing and  

deepening his/her expertise in the Wind River Cloud Platform and industry technologies to become true  

product experts for both internal and external customers.  

Interface & Collaboration  

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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.  

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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 first-hand what drives the  

business success today and tomorrow.  

Mission  

Responsibilities & Accountabilities  

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Direct Technical Support in support of customer requirements & SLA’s  

Assist with Deployment & Product Integration activities  

Wind River  






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Emergency Recovery for outages reported by customers  

Product expertise internally and externally  

Mentor and train others in the organization  

Technical escalation point for Tier 1 organization supporting customer SLA’s  

Performance Measurement  

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Customer SLA’s & Customer Satisfaction  

Case Quality, Professional Communication, Customer Success  

Product Expertise  

Continuous Learning, Organizational & Company Success  

Person Specification  

Educational Requirements  

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BS/BA, BSCS/BSEE degree preferred, plus five years of experience minimum  

General Experience/ Competencies  

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Excellent interpersonal, communication, and presentation skills  

Demonstrated success consulting with customers resolving complex problems  

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

Ability to work in a dynamic, sometimes high pressure, customer facing environment  

Ability to travel on a limited basis to both customer and internal Wind River sites  

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Linux  

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Linux server administration experience ideally RHEL, CentOS, Debian, Ubuntu  

Familiar with BMC, boot process, file systems, network devices,  

Familiarity with any shell environment  

Cloud  

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Working understanding of virtualization concepts and virtual system administration technologies  

Working Understanding of cloud concepts and architectures  

Networking  

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Working knowledge of the OSI model and related concepts.  

Networking experience including switching, routing, LAN, WAN, VPN, DNS, DHCP, LDAP, Firewalls,  

NAT  

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Familiarity with OS Networking tools such as ping, tracert, tcpdump, WireShark, IP, route, iptables  

Scripting  

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Basic scripting experience, preferably in Python, JavaScript or a strong drive and ownership to learn  

given the appropriate time and resources  

Hardware  

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Familiarity with HPE, Dell, etc Server peripherals such as BMC, USB boot up drives, pxeboot,  

SSD/NVMe disk drives and controllers, video controllers, network interfaces, network accelerator  

cards, keyboard & mouse controllers as well as associated cables, power supplies and backplanes  

Experience troubleshooting all aspects of Server operation, from problems during initial turn up to  

hardware and post configuration-related issues of system operation.  

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Wind River  

Job Description  






Storage  

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Working knowledge of enterprise storage and storage-clusters solutions like Database, NAS, SAN,  

vSAN, Cloud Storage  

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Familiarity with ephemeral and persistent storage such as ceph  

Automation  

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Experience with containers and containerization platforms such as Docker  

Experience or familiarity managing containers in a Kubernetes environment  

Managing groups of servers using Ansible playbooks a plus  

Wind River  

Job Description  


Wind River
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