Product Support Engineer

Kyndryl•Dallas, TX

1d•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. This role involves receiving, triaging, assigning, tracking, and updating support cases, as well as collecting, validating, and analyzing customer-reported information. The engineer will perform initial troubleshooting, basic issue isolation, and attempt issue reproduction. They will apply documented solutions, document findings, and route or escalate cases as needed. Communication of case status and resolution plans is key, along with creating and maintaining support documentation and knowledge articles. The role operates within required support processes, tools, service-level objectives, and governance requirements, supporting defect identification and coordination with engineering. Wind River retains product ownership, defect prioritization, and engineering resolution decisions.

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.

Nice To Haves

A growth mindset; keen to drive your own personal and professional development.
Customer-focused – someone who prioritizes customer success in their work.
Open and borderless – naturally inclusive in how you work with others.

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.