Product Support Engineer II — Complex Diagnostics

Kyndryl; Dallas (TX); On-site; USD 92,000 - 175,000; Full time

Benefits offered by this job

Discretionary annual bonus

Comprehensive benefits

Job summary

Kyndryl is seeking a Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills for the development of cutting-edge products in the United States. You will collaborate with cross-functional teams to resolve complex issues and improve support processes.

The role emphasizes advanced troubleshooting, defect management, and the ability to mentor L1 engineers while maintaining strong communication with customers and engineering teams.

Qualifications

• Experience in complex software or embedded systems support.
• Ability to document issues and create technical guidance.
• Experience with defect/escalation management and workaround development.
• Ability to explain technical findings to customers and teams.
• Mentor junior engineers and improve support processes.

Responsibilities

• Perform advanced troubleshooting across software, platform, integration, networking, virtualization, and customer deployment layers.
• Analyze complex product issues, logs, traces, dumps, configurations, environmental conditions, and diagnostic outputs.
• Reproduce customer issues in representative environments and validate workarounds, patches, or other approved solutions.
• Support root-cause analysis and identify feasible workaround options while engineering investigation continues.
• Identify, document, validate, and track suspected defects; prepare complete technical evidence for L3/Product Engineering.
• Coordinate technical escalations and communicate progress, risks, next steps, and expected timelines through approved channels.
• Provide technical guidance to L1 engineers and improve troubleshooting procedures and knowledge content.
• Collaborate with Product Engineering, Customer Support, Professional Services, and other teams during investigation and handoff.

Skills

Troubleshooting

Defect management

Root-cause analysis

Customer communication

Mentoring L1

Tools

Wind River tools

Linux

Kubernetes

Job description

Kyndryl is seeking a Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills for the development of cutting-edge products in the United States. You will collaborate with cross-functional teams to resolve complex issues and improve support processes.

The role emphasizes advanced troubleshooting, defect management, and the ability to mentor L1 engineers while maintaining strong communication with customers and engineering teams.