Product Support Engineer

Kyndryl Inc.; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Kyndryl Inc. is seeking a Product Support Engineer to work remotely in a full-time capacity, handling support cases, initial troubleshooting, and analyzing customer-reported information to contribute to product development.

This role requires strong diagnostic skills, clear communication, and the ability to collaborate across functions in a structured support environment.

Qualifications

• Experience in customer or product support within a structured support environment.
• Strong diagnostic and troubleshooting skills.
• Awareness of case lifecycle, ticketing, and escalation processes.
• Excellent written and verbal communication with customers.
• Ability to collaborate across functions to resolve issues.

Responsibilities

• Receive, triage, assign, track, and update support cases in the support environment.
• Collect, validate, and analyze customer-reported information, logs, and diagnostics.
• Perform initial troubleshooting and elevate cases to L2/L3 based on complexity and impact.

Skills

Customer support

Troubleshooting

Case escalation

Communication skills

Cross-functional teamwork

Job description

Working remotely in a full-time capacity, the Product Support Engineer will manage support cases, perform initial troubleshooting, and analyze customer-reported information to contribute to the development of cutting-edge products.

Key responsibilities

• Receive, triage, assign, track, and update support cases in the support environment
• Collect, validate, and analyze customer-reported information, logs, and diagnostics
• Perform initial troubleshooting and elevate cases to L2/L3 based on complexity and impact

Required 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 skills
• Ability to work in a structured support environment and collaborate across functions