Product Support Engineer - Level 2
Core
Provide advanced troubleshooting, root-cause analysis, and defect management for complex software, embedded systems, and cloud platforms.
Role type
Senior IC product support engineer (embedded systems/cloud)
Builds
Diagnostic evidence, workarounds, and technical documentation for Wind River products
Domain
Embedded systems, cloud-native technologies, and enterprise software support
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 management, escalation management, root-cause support, workaround development, Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, performance investigation, networking, virtualization, integration, customer deployment architecture troubleshooting, embedded systems toolchains, compilers, debuggers, IDEs
Preferred skills
Experience with Wind River domains (VxWorks, Wind River Linux, hypervisor technologies, Wind River Cloud Platform), Kubernetes environments, cloud-native technologies
Technologies
VxWorks, Wind River Linux, hypervisor technologies, Wind River Cloud Platform, Kubernetes, Linux, embedded systems toolchains
Responsibilities
Perform advanced troubleshooting across software, platform, integration, networking, virtualization, and customer deployment layers; Analyze complex product issues, logs, traces, dumps, configurations, environmental conditions, and diagnostic outputs; Reproduce customer issues in representative environments and validate workarounds, patches, or other approved solutions; Support root-cause analysis and identify feasible workaround options while engineering investigation continues; Identify, document, validate, and track suspected defects; prepare complete technical evidence for L3/Product Engineering; Coordinate technical escalations and communicate progress, risks, next steps, and expected timelines through approved channels; Provide technical guidance to L1 engineers and improve troubleshooting procedures and knowledge content
Seniority
Mid-to-Senior, hands-on IC
