Product Support Engineer — Grow with Certifications

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

Benefits offered by this job

Discretionary annual bonus

Comprehensive benefits package

Job summary

Kyndryl is seeking a Product Support Engineer to join its software engineering space and contribute to cutting‑edge products. You will triage, diagnose, and resolve customer issues, collaborate with engineering teams, and maintain knowledge articles to improve support quality.

This role emphasizes structured problem solving, clear communication, and the ability to work across functions in a dynamic, customer‑focused environment.

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

Case / ticket management

Written & verbal communication

Knowledge capture

Tools

Linux

Kubernetes

Wind River Linux

Job description

Kyndryl is seeking a Product Support Engineer to join its software engineering space and contribute to cutting‑edge products. You will triage, diagnose, and resolve customer issues, collaborate with engineering teams, and maintain knowledge articles to improve support quality.

This role emphasizes structured problem solving, clear communication, and the ability to work across functions in a dynamic, customer‑focused environment.