Product Support Engineer

Kyndryl•Dallas, TX

10d•$63,360 - $137,040•Hybrid

About The Position

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. 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. This role involves receiving, triaging, assigning, tracking, and updating support cases, as well as collecting, validating, and analyzing customer-reported information. You will perform initial troubleshooting, basic issue isolation, and attempt issue reproduction. Applying documented solutions, documenting findings, and routing or escalating cases are key responsibilities. Communication of case status and resolution plans is essential, along with creating and maintaining support documentation and knowledge articles. You will operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements. This includes support for defect identification, documentation, reproduction, validation, and engineering coordination. You will also complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment.

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.