Senior Member of the Technical Staff - Customer Technical Support

Senior Member of the Technical Staff - Customer Technical Support

ABOUT WIND RIVERX 

Wind RiverX (WRX) is a mission-driven software company focused on delivering advanced, secure, and resilient solutions that support U.S. defense and national security missions. As a subsidiary of Wind River, a global leader in intelligent systems software with over four decades of proven success in aerospace and defense, WRX builds upon a trusted legacy of innovation, reliability, and mission assurance.

Wind River’s software has powered some of the world’s most critical systems — from the Mars rovers and commercial aircraft to advanced military platforms and autonomous defense technologies. Building on this heritage, WRX extends that technical excellence to accelerate innovation at the edge, combining agility, security, and modern software practices tailored to the unique needs of defense customers.

At WRX, we partner closely with government, defense, and industry leaders to provide secure and reliable systems to the most critical missions, enhance interoperability, and strengthen digital resilience.

Our team brings deep expertise in systems integration, open architecture, customer needs, and software-defined solutions that empower our warfighters and critical partners across air, land, sea, and cyber domains.

We are a fast-growing organization that values collaboration, integrity, and technical mastery. Our culture is rooted in innovation and purpose — we move quickly, think boldly, and take pride in delivering solutions that matter. If you believe you would be an asset to a high-powered team with an energetic culture where you will contribute to reducing the definition of impossible, we would like to talk to you.

YOUR ROLE 

If you're a curious and collaborative engineer, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group.

Our customers use our Wind River Systems Products (on-prem and SaaS) to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology user experiences.

You will work with standard off-the-shelf and custom hardware designs and systems, troubleshooting not only for OS issues but the possible interaction problems between the hardware design and the software applications of our customers throughout their life-cycle and help them successfully reach their business goals by implementing Wind River's products and services.

You will need to be sharp and self-driven to jump into our labs and duplicate customer environments, systems, and devices. You will master skills in a wide range of Wind River tools such as IDEs, compilers, etc., to understand customer setups, anticipate or investigate possible root causes, and provide high-quality solutions.

You will work closely with end-users, stakeholders, and developers within Wind River customer support operations to assess, troubleshoot, and solve complex multi-layered issues (hardware, software and everything in between).

ABOUT YOU

Core Competencies & Demonstrated Success

• Support customers who are encountering problems on Wind River's products

• Communicate effectively with customers to resolve their problems

• Communicate effectively with account teams on customer issues

• Handle customer and defect escalations

• Document customer issues and resolutions accurately and thoroughly

• Develop technical content for online support site

• Participate in support process improvement activities

• Mentor local and global Customer Support Engineers

• Provide support and training to internal customers

• If needed act as single point of contact (Premium Support Engineer) for Premium Support Customers

• Considered as expert in some areas of products

• May need to provide on-site support and training to customers

• Proactively contribute content to the various Knowledge Bases within Wind River

• Document Problems for Knowledge Base so that customers may solve similar problems on their own in the future

Qualifications

• BS or MS in Computer Science or related majors.

• 8-12 years experience with RTOSes like embedded Linux required with 3-5 years of customer facing role experience preferred.