Product Support Engineer II - Impact & Growth

Kyndryl; United States; Remote; USD 73,000 - 140,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Certifications

Job summary

Kyndryl is seeking a Product Support Engineer - Level 2 to join its software engineering space and contribute to the development of cutting-edge products. You will troubleshoot across software, platform, and deployment layers and collaborate with engineering teams to resolve complex issues.

Responsibilities include analyzing logs and configurations, reproducing issues in representative environments, validating workarounds, and guiding less experienced engineers.

Qualifications

• Demonstrated product or enterprise technical support experience in complex software.
• 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.
• 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

Technical support

Mentoring

Cross-functional

Tools

Wind River platforms

VxWorks

Wind River Linux

Kubernetes

Cloud Platform

Job description

Kyndryl is seeking a Product Support Engineer - Level 2 to join its software engineering space and contribute to the development of cutting-edge products. You will troubleshoot across software, platform, and deployment layers and collaborate with engineering teams to resolve complex issues.

Responsibilities include analyzing logs and configurations, reproducing issues in representative environments, validating workarounds, and guiding less experienced engineers.