Embedded Product Support Engineer

Kyndryl; Dallas (TX); On-site; USD 63,000 - 114,000; Full time

Benefits offered by this job

Medical and dental benefits

Retirement benefits

Paid time off

Comprehensive training & certs

Job summary

Kyndryl is seeking a Product Support Engineer to join its software engineering space in the United States. You will respond to customer cases, perform initial troubleshooting, reproduce issues when possible, and escalate to higher levels as needed.

In this role, you will create knowledge articles, communicate status to customers, and contribute to operational reporting while aligning with SLAs and governance requirements.

Qualifications

• Customer support or product support experience appropriate to the assigned band.
• Foundational to strong technical troubleshooting and diagnostic skills.
• Case, ticket lifecycle, and escalation-process awareness.
• Clear written and verbal customer communication and stakeholder interaction skills.
• Ability to capture issue details and convert validated resolutions into knowledge content.
• Ability to work in a structured support environment and collaborate across functions.

Responsibilities

• Receive, triage, assign, track, and update support cases.
• 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 escalat 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.

Skills

Customer support experience

Technical troubleshooting

Ticket lifecycle & escalations

Clear communication

Issue reproduction

Knowledge content creation

Tools

Wind River products

VxWorks fundamentals

Wind River Linux

Linux troubleshooting

Hypervisor & virtualization

Kubernetes fundamentals

Embedded development tools

Job description

Kyndryl is seeking a Product Support Engineer to join its software engineering space in the United States. You will respond to customer cases, perform initial troubleshooting, reproduce issues when possible, and escalate to higher levels as needed.

In this role, you will create knowledge articles, communicate status to customers, and contribute to operational reporting while aligning with SLAs and governance requirements.