Product Support Engineer

Kyndryl • Dallas, TX

1d • $63,360 - $114,120 • Remote

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 to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products.

Requirements

• 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.
• 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.

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.
• Operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements.
• Support defect identification, documentation, reproduction, validation, and engineering coordination.
• Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment.

Benefits

• medical and dental coverage
• disability
• retirement benefits
• paid leave
• paid time off
• discretionary annual bonus program
• access to employee learning programs for certifications (Microsoft, Google, Amazon, Skillsoft, and many more)
• company-wide volunteering and giving platform

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed