Primary responsibility: The Manager of Engineering-Technical Support will be managing a team of highly technical individual contributors who provide phone and email support to Wind River customers related to software development and networking in an embedded environment.
Please note: this is NOT an IT/System Admin/Help desk role.
Related responsibilities:
• Increase efficiency and effectiveness of team: tools, processes, people to achieve 90%+ customer satisfaction
• Communicate values, objectives, roles, responsibilities, and performance.
• Define goals to ensure accurate timely problem resolution and problem prevention
• Guide, direct, and manage all levels of customer support (up to, but not including, defect resolution) for a specific group of products.
• Assist in creation and oversee execution of support plans for new products.
• Manage escalated support issues, within a specific group of products, for all customers globally.
• Serve as primary interface point for support/product development interaction
• Identify and fill staffing needs
• Execute employee development plans:
o Annual goals with quarterly objectives
o Quarterly progress review
o Personal development plans/corrective actions when needed
• Serve as technical mentor for team members
o Advise and consult on deep technical problems
o Serve as backup/overflow for individual contributors if needed
Requirements:
• Degree in Computer Science, Computer Engineering, or Electrical Engineering required.
• Previous work experience:
o 5+ years experience in Embedded software development
o 3+ years experience in managing teams
• Deep technical knowledge required in the following areas:
o Embedded systems technology/industry
o Real time operating systems
o Networking (e.g., TCP/IP, Ethernet, IPv4/IPv6, etc.)
• Additional experience preferred
o C/C++/Assembler
o Linux
o VxWorks
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