Product Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $63.4k - $114.1k / 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

• 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 • Reproduce issues 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 according to customer standards and service-level objectives • Create and maintain support documentation and knowledge articles • Participate in case handoffs and operational reporting • Support defect identification, documentation, reproduction, validation, and engineering coordination • Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment • Operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements

🎯 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

🏖️ Benefits

• Discretionary annual bonus program based on performance • Medical and dental coverage • Disability benefits • Retirement benefits • Paid leave • Paid time off • Be Well programs supporting financial, mental, physical, and social health • Certifications with Microsoft, Google, and Amazon • Coaching and hands-on learning experiences • Personalized development goals and continuous feedback • Flexible, supportive environment • Learning opportunities and opportunities to certify in four major platforms