Product Support Engineer: Troubleshoot & Empower Customers

Kyndryl; Dallas (TX); Hybrid; USD 64,000 - 114,000; Full time

Benefits offered by this job

Hybrid work culture

Medical and dental coverage

Disability benefits

Retirement benefits

Job summary

Kyndryl is seeking a Product Support Engineer to join its software engineering space. You will handle support cases, perform initial troubleshooting, and collaborate with L2/L3 teams to diagnose issues.

The role blends case management, diagnostics, and knowledge sharing within a Wind River-focused environment. Successful candidates will have hands-on customer support experience, solid diagnostic skills, and clear communication.

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.

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.
• Route or escalate 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 lifecycle

Escalation processes

Written communication

Verbal communication

Job description

Kyndryl is seeking a Product Support Engineer to join its software engineering space. You will handle support cases, perform initial troubleshooting, and collaborate with L2/L3 teams to diagnose issues.

The role blends case management, diagnostics, and knowledge sharing within a Wind River-focused environment. Successful candidates will have hands-on customer support experience, solid diagnostic skills, and clear communication.