Product Support Engineer - Level 2

About the Role

We are seeking a talented Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products.

Responsibilities

• 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.

Operational Boundaries

• Operate within Wind River support processes, tools, service-level objectives, escalation procedures, and governance requirements.
• Support defect identification, documentation, reproduction, validation, and engineering coordination.
• Customer 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.

Requirements

• 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.

Skills

• Hands-on depth in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.
• Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, and performance investigation.
• Cloud-native technologies and Kubernetes environments for applicable queues.
• Networking, virtualization, integration, and customer deployment architecture troubleshooting.
• Embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.
• Ability to learn additional Wind River products through formal product training and knowledge transfer.

Pay

The compensation range for the position in the U.S. is $92,040 to $174,840 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.

• California (San Francisco Bay Area): $110,400 to $209,880
• California (All Other): $101,280 to $192,360
• Colorado: $92,040 to $174,840
• Massachusetts: $92,040 to $192,360
• New York City: $110,400 to $209,880
• Washington: $101,280 to $192,360
• Washington DC: $101,280 to $192,360

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 from Microsoft, Google, Amazon, Skillsoft, and more.
• Company-wide volunteering and giving platform to donate, start fundraisers, volunteer, and search non-profit organizations.