Product Support Engineer

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Are you ready to join the team of software engineering experts at Kyndryl? We are seeking a talented Product Support Engineer to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products. Key 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. Operational boundaries Operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements. Support defect identification, documentation, reproduction, validation, and engineering coordination. Wind River 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. 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 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. Product and technology skills Wind River product fundamentals relevant to the assigned queue. VxWorks and embedded technology fundamentals. Wind River Linux fundamentals; Linux administration and troubleshooting. Hypervisor, networking, virtualization, customer deployment architecture, log analysis, and diagnostic tooling fundamentals. Cloud-native and Kubernetes fundamentals where relevant to Wind River Cloud Platform assignments. Embedded development tool awareness, including compilers, debuggers, and IDEs. The compensation range for the position in the U.S. is - $63,360 to $114,120 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) :$76,080 to $137,040 California (All Other): $69,720 to $125,640 Colorado: $63,360 to $114,120 Massachusetts: $63,360 to $125,640 New York City: $76,080 to $137,040 Washington: $69,720 to $125,640 Washington DC: $69,720 to $125,640 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. Applications will be accepted on a rolling basis. Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.