Product Support Engineer, Level 2

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $73.4k - $139.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Kyndryl

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Kyndryl is a leading IT infrastructure services provider, serving thousands of enterprise customers worldwide. The company specializes in designing, building, managing, and modernizing complex, mission-critical information systems. Kyndryl offers a range of services including IT consulting, cloud services, cybersecurity, data and AI solutions, and digital workplace transformation. With a strong focus on innovation, partnerships, and co-creation, Kyndryl helps businesses tackle IT complexity and drive operational excellence. The company operates across various industries such as automotive, healthcare, banking, and more, providing expertise and solutions to address industry-specific challenges. Kyndryl's global network and strategic alliances empower enterprises to adapt to the evolving technology landscape, ensuring their essential systems are reliable and efficient.

📋 Description

• 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 approved solutions • Support root-cause analysis and identify feasible workaround options • 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 • Provide technical guidance to L1 engineers • Improve troubleshooting procedures and knowledge content • Collaborate with Product Engineering, Customer Support, Professional Services, and other teams • Operate within Wind River support processes, tools, service-level objectives, escalation procedures, and governance requirements • Complete required onboarding, product training, security, compliance, access, and operational readiness activities 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 • Completion of required onboarding, product training, security, compliance, access, and operational readiness activities before deployment

🏖️ Benefits

• Hands-on experience and learning opportunities • Opportunities to certify in all four major platforms • Medical and dental coverage • Disability benefits • Retirement benefits • Paid leave • Paid time off • Eligibility for Kyndryl’s discretionary annual bonus program, based on performance • Comprehensive employee learning programs and access to certifications, including Microsoft, Google, Amazon, and Skillsoft • Company-wide volunteering and giving platform • Medical or religious accommodation related to client, customer, or partner vaccination policies