Product Support Engineer

About the role

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.

• 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.

Requirements

• 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.

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.

Pay

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.

• 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.

Benefits

• Medical and dental coverage.
• Disability and retirement benefits.
• Paid leave and paid time off.
• Employee learning programs with access to certifications (Microsoft, Google, Amazon, Skillsoft, and more).
• Company-wide volunteering and giving platform to donate, start fundraisers, volunteer, and search non-profit organizations.