Technical Support Engineer - Studio Operator

Wind River

  • Kanata, ON
  • Permanent
  • Full-time
  • 10 days ago
DescriptionPosition at Wind RiverTECHNICAL SUPPORT ENGINEER - Studio OperatorKanata, CanadaABOUT WIND RIVERWind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company's software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We've achieved recent including with Verizon and building in the world with Vodafone.for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world.About the OpportunityWind River is a global leader in delivering software for the intelligent edge. We're looking for a talented Technical Support Engineer with expertise in cloud services to support telecommunications service providers and enterprise customers deploying Wind River's Carrier Grade Cloud and Edge platforms.In this dynamic, customer-facing role, you will work closely with customers throughout the lifecycle of their solutions-from deployment to operation-ensuring performance, reliability, and issue resolution. You will also play a key part in enabling platform upgrades, patching, and recovery operations, while continuously advancing your technical skills and industry knowledge.What you'll do
  • Provide Technical Support for Wind River Studio Operator Software Suite: Cloud Platform, Analytics, OpenStack and Conductor
  • Provide advanced log analysis and troubleshooting to identify issue root cause
  • Support customer service level agreements (SLAs) and key performance indicators (KPIs)
  • Assist in Software Upgrades and Patching in customer environments
  • Lead emergency recovery efforts for critical outages
  • Maintain and troubleshoot customer lab environments
  • Mentor and support knowledge development across the team
  • Contribute to internal knowledgebases and develop technical content and solutions
Who You Will Work With
  • You will collaborate with a global team of engineers, technicians, and managers across our multiple product lines. From North America to Europe, Asian, and Latin America. You'll interface closely with Wind River's engineering and technical support teams, providing feedback from the field and helping shape future product development based on customer insights and real-world use cases.
What You Bring
  • Bachelor's degree in Computer Science, Engineering, or related technical field
  • Proven experience in a customer facing technical support role
  • Experience troubleshooting complex technical issues
  • Clean and effective communication in English (written and spoken)
  • Solid understanding of L2/L3 networking: network stacks, switching, routing, firewalls, etc.
  • Experience working Linux based environments
  • Ability to prioritize and manage multiple issues in a high-pressure environment
  • Must reside in commutable distance to Ottawa, Canada with ability to work on site 3 days/week.
  • Canadian Citizenship or Permanent Residency required.
Preferred Qualifications
  • Hands-on experience with Docker and Kubernetes
  • Familiarity with the ELK stack (Elastic, Logstash, Kibana)
  • Experience supporting Telecommunication Providers
  • Experience or familiarity with virtualized Radio Access Network (vRAN) or Open Radio Access Network (oRAN) technologies
  • Scripting skills with languages like Ansible, Bash, or Python
Product(s) You'll SupportYou will primarily support Wind River Cloud Platform, which is based on the open-source StarlingX infrastructure.
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BENEFITS
  • Hybrid work model for workplace flexibility
  • Comprehensive health, dental, and life insurance
  • Short and long-term disability coverage
  • RRSP matching for financial security
  • Flexible time-off policies for work-life balance
  • Learning benefits, including a LinkedIn Learning subscription and seminars
Join us at Wind River, where we're not just shaping technology; we're shaping the future of a safer, more connected world. Your journey to make a meaningful impact begins here.APPLICANT PRIVACY NOTICE:Your privacy is of the utmost importance to us. At Wind River, we strictly adhere to all applicable data privacy laws. Please review Wind River's Applicant Privacy Notice, which can be found .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.#LI-JP1Wind 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: . Please do not include personal medical information in the email.

Wind River