Product Support Engineer - Level 2

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

Benefits offered by this job

Discretionary annual bonus

Comprehensive benefits package

Job summary

Kyndryl is seeking a Product Support Engineer - Level 2 to join our software engineering space and contribute to development of cutting-edge products. You will troubleshoot across software, platform, and deployment layers while coordinating with engineering and support teams.

You will mentor L1 engineers, reproduce defects, validate workarounds, and document findings to support rapid resolution and product improvements within Wind River environments.

Qualifications

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

Responsibilities

• Perform advanced troubleshooting across software, platform, integration, networking, and deployment layers.
• Analyze logs, traces, dumps, and configurations to diagnose issues and validate workarounds.
• Reproduce customer issues in representative environments and validate solutions.
• Support root-cause analysis and coordinate engineering with timely updates to stakeholders.
• Document defects, provide evidence, and coordinate escalations with Product Engineering.

Skills

Advanced troubleshooting

Root-cause analysis

Issue reproduction

Technical documentation

Mentor L1 resources

Customer communication

Tools

Linux administration

Kubernetes

Cloud platforms

Networking and virtualization

Job description

Who We Are

At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you ready to join the team of software engineering experts at Kyndryl? We are seeking a talented Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills required for the development of cutting‑edge products.

Key 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.

Operational boundaries

• Operate within Wind River support processes, tools, service‑level objectives, escalation procedures, and governance requirements.
• Support defect identification, documentation, reproduction, validation, and engineering coordination. Customer retains product ownership, defect prioritization, engineering resolution decisions, product roadmap decisions, release decisions, and commercial commitments.
• Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands‑on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Kyndryl currently does not require employees to be fully vaccinated against COVID‑19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID‑19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer‑focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required qualifications and capabilities

• 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.

Wind River product and technology skills

• Hands‑on depth in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.
• Linux administration, system diagnostics, kernel/user‑space troubleshooting, log analysis, and performance investigation.
• Cloud‑native technologies and Kubernetes environments for applicable queues.
• Networking, virtualization, integration, and customer deployment architecture troubleshooting.
• Embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.
• Ability to learn additional Wind River products through formal product training and knowledge transfer.

The compensation range for the position in the U.S. is - $92,040 to $174,840 based on a full‑time schedule.Your actual compensation may vary depending on your geography, job‑related skills and experience.For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following work locations:

California (San Francisco Bay Area): $110,400 to $209,880

California (All Other): $101,280 to $192,360

Colorado:$92,040 to $174,840

Massachusetts: $92,040 to $192,360

New York City:$110,400 to $209,880

Washington:$101,280 to $192,360

Washington DC: $101,280 to $192,360

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single‑handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state‑of‑the‑art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well‑being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company‑wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non‑profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.