Lead, Technical Support

Kyndryl; Washington (District of Columbia); On-site; USD 84,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Senior Support Engineer, where you will play a pivotal role in ensuring customer success through expert support in Microsoft and Linux environments. This role offers diverse challenges, from troubleshooting complex issues to mentoring team members. You will collaborate closely with sales teams and customers, influencing organizational direction with your deep knowledge. With a commitment to innovation and employee growth, this position provides a unique opportunity to work with Fortune 100 clients and contribute to a culture that values diversity and inclusion.

Benefits

Health Coverage

Retirement Plans

Paid Leave

Bonuses

Qualifications

• Extensive experience with Windows and Linux OS.
• Strong background with VMware technologies.
• Ability to troubleshoot at the admin level.

Responsibilities

• Provide front-line support via email and calls.
• Assist customers in building complex environments.
• Write technical documentation and solution guides.

Skills

Microsoft Operating Systems

Linux Operating Systems

VMware Virtualization

Mac OS X

Application-level Networking

Troubleshooting Skills

Communication Skills

Problem-solving Skills

Project Planning

Customer-centric Mindset

Scripting (Python, Ruby)

Tools

VMware

IBM Power Systems

Job description

At Kyndryl, we design, build, manage, and modernize mission-critical technology systems that the world depends on every day. We are committed to building a more equitable, inclusive world for our employees, customers, and communities.

The Role

We are seeking a talented and passionate Senior Support Engineer to join our Customer Success team. Our Support Team is highly respected for being collaborative, knowledgeable, and dedicated to customer success.

Skytap Cloud modernizes traditional enterprise applications' infrastructure, processes, and architecture, enabling seamless migration to the cloud. Our service helps enterprises improve agility, accelerate release cycles, and optimize IT costs.

The Support Engineer role involves front-line customer support, triaging complex issues, supporting existing customers, and onboarding new clients. Cases may involve various operating systems and virtualization technologies, requiring adaptability and expertise.

This position offers diverse challenges and opportunities for learning and problem-solving.

Shift Hours

10AM - 6PM Pacific Standard Time

Your Future at Kyndryl

We offer career growth opportunities, whether as an Architect or a Specialist, with pathways to advance your expertise.

Note: COVID-19 vaccination requirements vary by client location. Accommodations are available for medical or religious reasons.

Who You Are

Your Responsibilities:

• Be an expert in Microsoft and Linux Operating Systems
• Understand Virtualization and its application in addressing end-user challenges
• Have a strong background with VMware Virtualization technologies
• Assist customers in building complex environments in Skytap
• Collaborate with sales to ensure customer success
• Serve as a subject matter expert within support and with customers/partners
• Influence organizational direction using deep knowledge
• Establish support processes and procedures
• Mentor team members and build cross-functional partnerships
• Identify risks, resolve issues, and prevent disruptions
• Provide front-line support via email, screen sharing, and calls
• Write technical documentation and solution guides

Your Skill Set:

• Extensive experience with Windows Desktop/Server and/or Linux OS
• Mac OS X desktop and application experience
• Experience with VMware or other virtualization technologies
• IBM Power Systems experience is a plus
• Understanding of application-level networking (Layer 4+)
• Ability to troubleshoot Linux and Windows at the admin level
• Excellent communication skills
• Strong problem-solving abilities
• Project planning and time management skills
• Customer-centric mindset
• Scripting experience (Python, Ruby, etc) is a plus
• Experience in post-sales support or pre-sales roles is a plus

Compensation

The range in the U.S. is $77,040 to $110,000, depending on location, skills, and experience. Specific ranges apply for Washington ($84,840 to $110,000). Additional benefits include bonuses, health coverage, retirement plans, and paid leave.

Our Commitment to Diversity

We value diversity in all forms and foster an inclusive environment through various support networks and initiatives, allowing everyone to bring their whole selves to work.

What You Can Expect

Innovative work with Fortune 100 clients, comprehensive benefits, learning opportunities, and community involvement are core to our culture. We invest in your success and growth.

Get Referred!

If you know someone at Kyndryl, select ‘Employee Referral’ during application and provide their Kyndryl email address.