Remote Embedded Product Support Engineer

Kyndryl; Dallas, Northern (TX, KY); Hybrid; USD 63,000 - 114,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Disability insurance

Retirement benefits

Paid leave & PTO

Discretionary annual bonus

Job summary

Kyndryl Inc. is seeking a Product Support Engineer to contribute to our software engineering space and provide critical skills for developing cutting-edge products.

Responsibilities include receiving, triage, tracking, and updating support cases, performing initial troubleshooting, documenting findings, and escalating where needed. You will collaborate across teams to ensure timely resolutions and create reusable knowledge content.

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.
• Ability to capture issue details accurately and convert validated resolutions into reusable knowledge content.
• Ability to work in a structured support environment and collaborate across functions.

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.
• Attempt issue reproduction and isolate likely causes where feasible within the defined scope.
• Apply documented solutions and approved procedures; document findings, actions, next steps, and resolution status.
• 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

Ticket lifecycle

Written communication

Stakeholder interaction

Knowledge content creation

Structured support processes

Tools

Wind River

VxWorks

Wind River Linux

Linux administration

Hypervisor

Networking

Kubernetes

Cloud Platform

Job description

Kyndryl Inc. is seeking a Product Support Engineer to contribute to our software engineering space and provide critical skills for developing cutting-edge products.

Responsibilities include receiving, triage, tracking, and updating support cases, performing initial troubleshooting, documenting findings, and escalating where needed. You will collaborate across teams to ensure timely resolutions and create reusable knowledge content.