Product Support - Cloud

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Job description

Description Position at Wind River In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformationsof our customers with a new generation of Mission Critical AI Systems,with the most exacting standards for safety, security, performance, and reliability. Success will be determined by our ability to innovate with velocity anddeliverat the solutions level.Wind River'simpactspanscritical infrastructure domains such astelecommunications, including 5G;industrial(automation,sustainable energy,robotics, mining),connectedhealthcare andmedicaldevices,automotive(connected andself-driving vehicles),andaerospace & defense.We wererecognizedby VDC Researchin July 2020 as#1 in Edge Compute OS Platforms, overtaking Microsoftas the overall commercial leader.Wind Riverregularlywinsindustry recognitionsforexcellenceinIoT security,cloudand edgecomputing,as well as8consecutive years as a Top Work Place.If you'repassionate aboutamplifying your impact on the world,in acaring, respectfulculture with a growth mindset,comejoin usand helplead the wayinto the future of the intelligent edge!ABOUT THE OPPORTUNITYUse your expertise and knowledge of networking, telecom, and cloud services technologies to provide technical 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 Support, Software Upgrades and Patching, and recovering systems during full or partial outages on a live carrier network. Role will be the primary interface into our customers and be the driver of customer facing SLA's. A commitment to quality and a belief in building true partnerships with carrier-grade customers will be crucial for success in this role.Interface & CollaborationThis 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.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 firsthand what drives the business and revenue today and tomorrow.ResponsibilitiesGlobal Technical Support for the Wind River Cloud PlatformPrimary owners of service SLA'sSoftware Upgrades and PatchingEmergency Recovery for outages reported by customersCustomer advocateContinuous learningABOUT YOUBS/BA, BSCS/BSEE degree preferred, can off-set with relevant experienceMinimum 5 years experience working in a customer-facing, direct support roleExpertise or working experience in virtualization and cloud computingExperience working with large CSP's (Communications Service Providers) is a plusExposure to SDN, Network Function VirtualizationWorking/functional knowledge of network stacks, switching, routing etc.Fundamental wireless/cellular/telecom knowledgeExcellent troubleshooting and problem-solving skillsExcellent interpersonal and communication skillsAbility to work in a dynamic, sometimes fast-paced, customer-facing environment#LI-SS1#LI-Remote