Product Support Engineer

## Product Support Engineer Apply remote type:
Fully Remote locations:
CIO KPop-Dallas (US152527) time type:
Full time posted on:
Posted Todayjob requisition :
R-66838
** Who We Are
** At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
** 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.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.
** 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…