Product Support Engineer II: Expert Troubleshooter

Kyndryl; Texas; On-site; USD 92,000 - 175,000; Full time

Benefits offered by this job

Medical & dental coverage

Disability coverage

Retirement benefits

Paid time off

Learning programs

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.

You will perform advanced troubleshooting across software, platform, integration, networking, and virtualization layers; analyze complex product issues, reproduce customer scenarios, validate workarounds or fixes; and collaborate with Product Engineering and Support teams to drive timely, high-quality resolutions.

Qualifications

• Demonstrated product or enterprise technical support experience in complex software, embedded systems, cloud platforms, or related technology domains.
• Advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, and technical documentation capability.
• Experience with defect management, escalation management, root-cause support, and workaround development.
• Ability to explain complex technical findings clearly to customers and cross‑functional stakeholders.
• Ability to mentor L1 resources and contribute to operational and knowledge‑management improvements.

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.

Skills

Technical support

Troubleshooting

Defect management

Communication

Mentoring

Tools

Wind River domains

Linux administration

Cloud-native/Kubernetes

Networking/Virtualization

Embedded tools

Learning capability

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.

You will perform advanced troubleshooting across software, platform, integration, networking, and virtualization layers; analyze complex product issues, reproduce customer scenarios, validate workarounds or fixes; and collaborate with Product Engineering and Support teams to drive timely, high-quality resolutions.