7181 - Customer Success Engineer - Cloud/DevOps

Company: Wind River
Location: Broomfield
Posted on: April 30, 2021

Job Description:

Customer Success Engineer - Cloud/DevOps Customer Success - Customer Support Organization (CSO) Broomfield, Colorado Alameda, California San Diego, California Huntsville, Alabama United States Washington, District Of Columbia San Antonio, Texas Seattle, Washington Description Position at Wind River Wind River In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformation s of 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 and deliver at the solutions level. Wind River's impact span s critical infrastructure domains such as telecom munications , including 5G; industrial ( automation, sustainable energy, robotics, mining ) , connected healthcare and medical devices, automotive (connected and self-driving vehicles ) , and aerospace & defense . We were recognized by VDC Research in July 2020 as #1 in Edge Compute OS Platforms , overtaking Microsoft as the overall commercial leader . Wind River regularly win s industry recognition s for excellence in IoT security, cloud and edge computing, as well as 8 consecutive years as a "Top Work Place". If you're passionate about amplifying your impact on the world, in a caring , respectful culture with a growth mindset , c ome join us and help lead the way in to the future of the intelligent edge ! ABOUT THE OPPORTUNITY 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 Wind RiverSystems Products(on-prem and SaaS)to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology user experiences on IaaS platforms like Azure, AWS.Experience in developing and supporting SaaS environments and applications is required. Candidate should have experience in Dev/Ops, automation, Ai/ ML, and build and deployment for SaaS with a firm grasp of emerging technologies, platforms, and applications. Wind River Systems products include Ai/ ML suites which assist with digital transformation, you are expected to be able to use and support these suites hosted on Cloud and/ or on-premise. This position works 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). The ideal candidate will have a strong technical background with leadership and communication skills and the ability to train and influence engineers within and outside the team. Responsibilities Support customers who are encountering problems with Wind River's products. Provide world-class customer service throughout the entire lifecycle of customer adoption. Work independently or as part of a team on engagements with customers to ensure customer retention and to drive customer value realization. Be able to drive and increase the visibility of escalated support issues for strategic accounts as needed. Develop and maintain SaaS-related standards, policies, and procedures and train other teams/ team members. Provide friendly, courteous, and quality systems support to all users (internal and external). Ability to manage multiple clients and projects. Exceptional communication (written and verbal, internal and external) and presentation skills. 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. Participate in support process improvement activities and support offerings. Mentor local and global Customer Support Engineers. Provide support and training to internal customers. Considered as an expert in many 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. Be available for after-hours duties in case if there is a need for 24/7/365 coverage. ABOUT YOU 6-8 years' experience required with 3-5 years of customer-facing role experience preferred. Understanding of cloud vs. on-premise computing. Solid understanding of fundamentals of cloud computing. Familiarity with Virtualization concepts and virtual system administration. 5+ years' experience working in development and production operations supporting a cloud-based environment. 5+ years' experience in SaaS hosted platforms (IaaS) and architectures. Strong knowledge around IaaS, PaaS, SaaS Services, especially expertise in areas of IoT, AI/ ML, Security. Microsoft/ Azure or AWS certification (architect level) is a plus. Experience with RTOSes like VxWorks and Linux and familiarity with Wind River Systems product a plus. Extensive knowledge of Linux-based operating systems environments (CentOS, WR Linux are preferred) including Hardware, software, networking, and storage. Experience in developing Test Strategies, Test plans, Test Report documents, working in an Agile environment, CI/CD pipelines using Jenkins, GIT. Experience in shell scripting and typeScript-based application framework like Web stack. Experience in troubleshooting and debugging issues with Device Drivers, BSP, HW design, Networking, and other technologies used in embedded system applications. Familiarity of major processor families: PowerPC, Intel and ARM, and RISC-V, including multi-core. Understanding of networking applications, Core TCP/IP, Multicasting, Routing, etc. Bachelor or Masters degree in Computer Science, Electrical Engineering, Data Science, Math, Physics, or related technical field. BENEFITS & PERKS Pet-Friendly Environment Pet Insurance Christmas, Thanksgiving & July 4 th Soft Shutdown periods Birthday and Volunteer Time off 401K + Company Match Competitive Benefits Package Virgin Pulse Wellness program Management Training #LI-SH1 #LI-Remote Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Diversity is foundational for Wind River's business success. We want to be a workplace of choice for all people and we value the unique perspectives offered by a diverse workforce. Wind River does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, citizenship, disability, protected veteran status, age, ancestry, medical condition, genetic information, marital status, pregnancy, or any other legally protected status. This principle applies to all areas of employment: recruitment and hiring, training, performance evaluations, promotions and transfers, compensation and benefits, and social and recreational programs. Wind River desires to be an employer of choice with an inclusive environment for all individuals. As part of this goal and in compliance with various laws and regulations, Wind River provides reasonable accommodation to applicants and employees. Requests for reasonable accommodation for applicants and employees are examined on a case-by-case basis. Please let us know if you need a reasonable accommodation for any part of the application, interviewing, hiring or at any other time during the employment process. You can email us at: [emailprotected] . Please do not include personal medical information in the email. More information about federal laws that prohibit job discrimination can be found at: www1.eeoc.gov/employers/poster.cfm www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf Read More

Keywords: Wind River, Broomfield , 7181 - Customer Success Engineer - Cloud/DevOps, Engineering , Broomfield, Colorado