Product Support Engineer
Kyndryl · Remote · Dallas, United States · 1mo ago
Who We Are
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
The Role
Are you ready to join the team of software engineering experts at Kyndryl? We are seeking a talented Product Support Engineer to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products.
Key responsibilities
Receive, triage, assign, track, and update support cases in the support environment.
Collect, validate, and analyze customer-reported information, logs, traces, configuration details, and other diagnostics.
Perform initial troubleshooting and basic issue isolation using approved procedures and knowledge articles.
Attempt issue reproduction and isolate likely causes where feasible within the defined scope.
Apply documented solutions and approved procedures; document findings, actions, next steps, and resolution status.
Route or escalate cases to L2/L3 based on complexity, impact, and escalation criteria.
Communicate case status, next steps, and resolution plans in accordance with customer standards and service-level objectives.
Create and maintain support documentation and knowledge articles; participate in case handoffs and operational reporting.
Operational boundaries
Operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements.
Support defect identification, documentation, reproduction, validation, and engineering coordination. Wind River retains product ownership, defect prioritization, engineering resolution decisions, product roadmap decisions, release decisions, and commercial commitments.
Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment.
Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.
Who You Are
You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.
Required qualifications and capabilities
Customer support or product support experience appropriate to the assigned band.
Foundational to strong technical troubleshooting and diagnostic skills, with increasing independence from 5P through 6BP.
Case, ticket lifecycle, and escalation-process awareness.
Clear written and verbal customer communication and stakeholder interaction skills.
Ability to capture issue details accurately and convert validated resolutions into reusable knowledge content.
Ability to work in a structured support environment and collaborate across functions.
Product and technology skills
Wind River product fundamentals relevant to the assigned queue.
VxWorks and embedded technology fundamentals.
Wind River Linux fundamentals; Linux administration and troubleshooting.
Hypervisor, networking, virtualization, customer deployment architecture, log analysis, and diagnostic tooling fundamentals.
Cloud-native and Kubernetes fundamentals where relevant to Wind River Cloud Platform assignments.
Embedded development tool awareness, including compilers, debuggers, and IDEs.
The compensation range for the position in the U.S. is - $63,360 to $114,120 based on a full-time schedule.Your actual compensation may vary depending on your geography, job-related skills and experience.For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.
There is a different applicable compensation range for the following work locations:
California (San Francisco Bay Area) :$76,080 to $137,040
California (All Other): $69,720 to $125,640
Colorado:$63,360 to $114,120
Massachusetts: $63,360 to $125,640
New York City:$76,080 to $137,040
Washington:$69,720 to $125,640
Washington DC: $69,720 to $125,640
This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.
Applications will be accepted on a rolling basis.
Being You
Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.
What You Can Expect
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.