Product Support Engineer
Core
Advanced troubleshooting and root-cause analysis for complex software, embedded systems, and cloud platforms, serving customers and cross-functional teams.
Role type
Senior IC Product Support Engineer (Embedded Systems/Cloud)
Builds
Production support for mission-critical technology systems including VxWorks, Wind River Linux, hypervisors, and Wind River Cloud Platform
Domain
Embedded systems, Cloud-native, Virtualization, Networking
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, technical documentation, defect handling, escalation coordination, root-cause analysis, Linux administration, system diagnostics, kernel troubleshooting, log analysis, performance investigation, networking troubleshooting, virtualization troubleshooting, embedded systems toolchains, compilers, debuggers, IDEs
Preferred skills
Cloud-native technologies, Kubernetes environments, Wind River product training
Technologies
Cloud, Embedded Support, Kubernetes, Linux, Security
Responsibilities
Perform advanced troubleshooting across software, platform, integration, networking, virtualization, and customer deployment layers; analyze complex product incidents using logs, traces, dumps, configurations, and environmental factors; reproduce customer issues in representative environments and verify workarounds, patches, or approved fixes; support root-cause analysis and identify practical workaround options; identify, document, validate, and track suspected defects, preparing complete technical evidence for L3 and Product Engineering; coordinate technical escalations and communicate progress, risks, next steps, and timelines; provide technical guidance to L1 engineers and help improve troubleshooting practices and knowledge content; collaborate with Product Engineering, Customer Support, Professional Services, and other teams during investigation and handoff; operate within established support processes, tools, service-level objectives, escalation procedures, and governance requirements; complete onboarding, product training, security, compliance, access, and operational readiness activities before deployment.