Senior Product Support Engineer

Optomi; Dallas (TX); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Mentorship opportunities

Enterprise customer engagement

Cross-functional collaboration

Job summary

Optomi, in partnership with a leading provider of embedded software solutions, is looking for a Senior Product Support Engineer. The Senior Product Support Engineer will provide advanced technical support across Wind River technologies and customer environments.

This role involves troubleshooting complex customer issues, performing root cause analysis, handling escalations, reproducing customer environments, and collaborating with engineering teams to drive resolution.

Qualifications

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or related field.
• 8–12 years of experience supporting or developing embedded systems, RTOS, Linux, cloud platforms, or related technologies.
• 3–5 years of customer-facing technical support experience.

Responsibilities

• Support customers encountering issues with Wind River products and technologies.
• Manage technical incidents, escalations, and defect investigations.
• Investigate, reproduce, and troubleshoot complex technical issues.
• Perform root cause analysis across hardware, operating systems, networking, virtualization, and cloud layers.
• Develop and communicate technical solutions, workarounds, and remediation recommendations.

Skills

Embedded systems experience

RTOS

Linux

Cloud platforms

Customer-facing support

Networking

Software development toolchains

Education

Bachelor's degree in Computer Science/Engineering/related field

Master's degree in Computer Science/Engineering/related field

Job description

Optomi, in partnership with a leading provider of embedded software solutions, is looking for a Senior Product Support Engineer.

Position Summary: The Senior Product Support Engineer will provide advanced technical support across Wind River technologies and customer environments. This role involves troubleshooting complex customer issues, performing root cause analysis, handling escalations, reproducing customer environments, and collaborating with engineering teams to drive resolution. You will work with embedded software, operating systems, virtualization platforms, cloud environments, networking technologies, and software development toolchains while supporting strategic customers and mission-critical deployments.

What the right candidate will enjoy:

• Opportunities to mentor junior support engineers
• Engaging with enterprise customers and technical stakeholders
• Collaborating with software engineering and product organizations

What type of experience does the right candidate have:

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or related field
• 8–12 years of experience supporting or developing embedded systems, RTOS, Linux, cloud platforms, or related technologies
• 3–5 years of customer-facing technical support experience

What the responsibilities are of the right candidate:

• Support customers encountering issues with Wind River products and technologies
• Manage technical incidents, escalations, and defect investigations
• Investigate, reproduce, and troubleshoot complex technical issues
• Perform root cause analysis across hardware, operating systems, networking, virtualization, and cloud layers
• Develop and communicate technical solutions, workarounds, and remediation recommendations