Product Support Lead

Product Support Lead

Remote

6 Months plus

Job Description:

Years of experience: 12-15 years

Investigate and troubleshoot:

· Reproduce customer environments in internal internal labs

· Analyze OS, hardware, software, networking, and application interactions

· Debug real-time and embedded environments

· Identify root causes, workarounds, and next actions

Own customer resolution:

· Communicate clearly with customers and account teams

· Manage escalations and critical technical cases

· Document findings, issue histories, and resolutions

· Support premium customers and on-site engagements when require

Scale team knowledge

· Create reusable knowledge-base content

· Improve support processes and technical playbooks

· Mentor less-experienced support engineers

· Represent support with Product Management, Engineering, and Sale

Technical Skills Requirement

· VxWorks & RTOS Kernel, file systems, BSPs, drivers, real-time debugging, processor architectures

· 0Wind River Linux Linux kernel and Yocto, systemd, udev, networking, storage, containers and platform integration

· HVP & virtualization Type-1 hypervisors, partitioning, virtualization, hardware/software interactions and safety-critical environments

· Workbench, Diab & LLVM Eclipse-based IDEs, compilers, GCC, Clang, build systems, Makefiles and toolchain diagnostics 0

· Simics & simulation Client Simics, QEMU, Python, C, YAML, DML, build environments and simulated system behavior

Required experience :

· Eight or more years of technical experience in embedded, RTOS, Linux, platform engineering, or closely related domains

· Customer-facing troubleshooting, engineering, consulting, or professional-services experience

· Strong debugging capability across hardware, operating-system, networking, and application layers

· C/C++ plus scripting or automation experience

· Ability to lead investigations, mentor others, and make independent technical decisions

Preferred experience:

· Wind River products and mission-critical customer environments

· BSPs, device drivers, embedded hardware, processor architectures, and core networking

· Virtualization, hypervisors, cloud, containers, Kubernetes, OpenStack, or DevOps toolchains

· Aerospace, defense, telecommunications, industrial, or other safety critical systems

· Knowledge-base authoring, premium support, technical training, or escalation leadership