Remote Product Support Engineer II – Expert Troubleshooter

Kyndryl; Dallas (TX); Hybride; USD 73 000 - 140 000; Plein temps

Avantages offerts par ce poste

Medical and dental coverage

Disability insurance

Retirement benefits

Paid leave and PTO

Résumé du poste

Kyndryl is seeking a Product Support Engineer - Level 2 to join our software engineering space, providing critical skills for cutting-edge product development. You will troubleshoot across software, platform, and deployment layers, reproduce issues, validate workarounds, and coordinate escalations with Product Engineering.

Ideal candidates bring deep support experience in complex software, embedded systems, and cloud technologies, plus the ability to mentor L1 staff and document processes.

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.

Responsabilités

• 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.

Connaissances

Wind River domains

Linux administration

Kubernetes environments

Networking

Embedded systems toolchains

Troubleshooting

Diagnostic analysis

Outils

VxWorks

Wind River Linux

Description du poste

Kyndryl is seeking a Product Support Engineer - Level 2 to join our software engineering space, providing critical skills for cutting-edge product development. You will troubleshoot across software, platform, and deployment layers, reproduce issues, validate workarounds, and coordinate escalations with Product Engineering.

Ideal candidates bring deep support experience in complex software, embedded systems, and cloud technologies, plus the ability to mentor L1 staff and document processes.