Product Support Engineer - Level 2
About The Position
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. We are seeking a talented Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products. This role involves performing advanced troubleshooting across various layers, analyzing complex product issues, reproducing customer issues, supporting root-cause analysis, identifying and documenting defects, coordinating technical escalations, and providing technical guidance to L1 engineers. The role operates within established support processes and tools, with customer retaining product ownership and decision-making authority on product roadmap, releases, and commercial commitments. Successful candidates will complete required onboarding and training before deployment.
Requirements
- Demonstrated product or enterprise technical support experience in complex software, embedded systems, cloud platforms, or related technology domains.
- Advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, and technical documentation capability.
- Experience with defect management, escalation management, root-cause support, and workaround development.
- Ability to explain complex technical findings clearly to customers and cross-functional stakeholders.
- Ability to mentor L1 resources and contribute to operational and knowledge-management improvements.
- Hands-on depth in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.
- Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, and performance investigation.
- Cloud-native technologies and Kubernetes environments for applicable queues.
- Networking, virtualization, integration, and customer deployment architecture troubleshooting.
- Embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.
- Ability to learn additional Wind River products through formal product training and knowledge transfer.
Responsibilities
- Perform advanced troubleshooting across software, platform, integration, networking, virtualization, and customer deployment layers.
- Analyze complex product issues, logs, traces, dumps, configurations, environmental conditions, and diagnostic outputs.
- Reproduce customer issues in representative environments and validate workarounds, patches, or other approved solutions.
- Support root-cause analysis and identify feasible workaround options while engineering investigation continues.
- Identify, document, validate, and track suspected defects; prepare complete technical evidence for L3/Product Engineering.
- Coordinate technical escalations and communicate progress, risks, next steps, and expected timelines through approved channels.
- Provide technical guidance to L1 engineers and improve troubleshooting procedures and knowledge content.
- Collaborate with Product Engineering, Customer Support, Professional Services, and other teams during investigation and handoff.
- Operate within Wind River support processes, tools, service-level objectives, escalation procedures, and governance requirements.
- Support defect identification, documentation, reproduction, validation, and engineering coordination.
Benefits
- medical and dental coverage
- disability
- retirement benefits
- paid leave
- paid time off
- Kyndryl’s discretionary annual bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
