Product Support Engineer

Kyndryl

Product Support Engineer troubleshooting Wind River embedded, Linux, and cloud-native products for Kyndryl’s mission-critical technology services. Managing support cases, diagnostics, escalations, and knowledge documentation.

Posted 8/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical troubleshooting and diagnostic skills, with a focus on customer support and product support. Proficient in documenting findings and creating reusable knowledge content while adhering to support processes and service-level objectives.

Highest-signal resume keywords

Technical Troubleshooting SkillsCustomer Support ExperienceLinux AdministrationWind River Product FundamentalsCase Lifecycle Awareness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDiagnostic SkillsIssue IsolationLog AnalysisDocumentationKnowledge Article CreationEscalation ProcessCloud-Native FundamentalsKubernetes FundamentalsEmbedded Development Tools

Soft Skills

Clear CommunicationStakeholder InteractionCollaboration

Tools & Technologies

VxWorksWind River LinuxHypervisorNetworkingVirtualizationDiagnostic Tooling

Industry Keywords

Support EnvironmentService-Level ObjectivesOperational ReadinessComplianceCustomer Deployment Architecture

Tech Stack

Tools & technologies

CloudKubernetesLinux

About the role

Key responsibilities & impact

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
Operate within required support processes, tools, service-level objectives, escalation procedures, and governance requirements
Support defect identification, documentation, reproduction, validation, and engineering coordination
Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment

Requirements

What you’ll need

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
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
Completion of required onboarding, product training, security, compliance, access, and operational readiness activities before deployment

Benefits

Comp & perks

Hands-on experience
Learning opportunities
Chance to certify in all four major platforms
Employee learning programs with access to certifications, including Microsoft, Google, Amazon, Skillsoft, and many more
Company-wide volunteering and giving platform
Ability to donate, start fundraisers, volunteer, and search over 2 million non-profit organizations
Benefits supporting employee choice, diversity, well-being, and employees and their families
Medical or religious accommodation for vaccination requirements, where eligible