Product Support Engineer — Embedded & Cloud

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

Benefits offered by this job

Annual bonus program

Medical and dental coverage

Disability coverage

Retirement benefits

Paid leave and PTO

Job summary

Kyndryl is seeking a Product Support Engineer to contribute to our software engineering space, performing triage, initial troubleshooting, and documentation to help deliver cutting‑edge products. The role emphasizes customer success and cross‑functional collaboration across engineering, product, and support teams.

The position involves handling cases, performing diagnostics, and escalating complex issues while maintaining clear communication and knowledge sharing.

Qualifications

• 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.

Responsibilities

• 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.
• 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 elevate 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

Technical troubleshooting

Ticket lifecycle

Communication skills

Issue documentation

Structured support

Tools

Wind River product fundamentals

VxWorks

Wind River Linux

Hypervisor & virtualization

Kubernetes fundamentals

Embedded development tools

Job description

Kyndryl is seeking a Product Support Engineer to contribute to our software engineering space, performing triage, initial troubleshooting, and documentation to help deliver cutting‑edge products. The role emphasizes customer success and cross‑functional collaboration across engineering, product, and support teams.

The position involves handling cases, performing diagnostics, and escalating complex issues while maintaining clear communication and knowledge sharing.