Senior Product Support Engineer

Senior Product Support Engineer (Remote)

Optomi, in partnership with a leading provider of embedded software solutions, is seeking a Senior Product Support Engineer to provide advanced technical support across embedded software technologies and customer environments. This role will troubleshoot complex software and system-level issues, perform root cause analysis, manage technical escalations, reproduce customer environments, and collaborate with engineering and product teams to drive resolution. The ideal candidate brings strong technical troubleshooting skills, customer-facing experience, and the ability to support enterprise customers and mission-critical deployments.

What the Right Candidate Will Enjoy:

• Serving as a technical expert for enterprise customers and technical stakeholders!
• Troubleshooting complex issues across embedded systems, operating systems, virtualization, and cloud environments!
• Collaborating with software engineering and product teams to resolve technical challenges!
• Mentoring junior support engineers and sharing technical knowledge!
• Working remotely with flexible hours and potential travel opportunities!

Experience of the Right Candidate:

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related field.
• 3–8 years of experience supporting or developing embedded systems, RTOS, Linux, cloud platforms, or related technologies.
• 3–5 years of customer-facing technical support experience.
• Experience troubleshooting complex software and system-level issues.
• Experience supporting enterprise customers and collaborating with technical stakeholders.
• Experience working with software engineering and product organizations.
• Strong communication, problem-solving, and technical documentation skills.

Responsibilities:

• Provide advanced technical support for embedded software products and related technologies.
• Manage technical incidents, escalations, and defect investigations.
• Investigate, reproduce, and troubleshoot complex customer issues across software and system environments.
• Perform root cause analysis across hardware, operating systems, networking, virtualization, and cloud layers.
• Develop and communicate technical solutions, workarounds, and remediation recommendations.
• Partner with software engineering and product teams to investigate defects and drive resolution.
• Maintain clear customer communication, including technical findings, status updates, and resolution plans.
• Support strategic enterprise customers and mission-critical deployments.
• Share technical expertise and mentor junior support engineers as needed.

Preferred Qualifications:

• Experience supporting Wind River products and technologies.
• Familiarity with VxWorks RTOS and Wind River Linux.
• Experience with WRCP, HVP, Simics, or Wind River Linux.
• Experience with OpenStack and Kubernetes deployments.
• Background supporting aerospace, defense, telecommunications, industrial, or embedded software customers.
• Experience as a Premium Support Engineer or designated technical account resource.
• Active security clearance is a plus, but not required.